About VGL Group
Vaibhav Global Limited (VGL) is a leading electronic retailer of jewelry and lifestyle products. In FY -24, VGL reported a turnover of ~$ million and employs 4,+ people globally, with 3,+ based in Jaipur, India.
Multi-Channel Presence
VGL reaches a broad audience through its TV, e-commerce, and digital retail platforms:
1. Shop LC (USA) – Live broadcasts to 60M+ homes with a strong e-commerce presence.
2. TJC, UK – Reaches 27M+ homes through TV and digital platforms.
3. Shop LC Germany – Broadcasts to 40M+ homes, expanding VGL’s European market presence.
4. Ideal World (UK) – Acquired in, a leading UK teleshopping & digital sales platform.
5. Mindful Souls – Acquired in, a fast-growing subscription-based e-commerce brand focused on spiritual and wellness products.
Social Impact & ESG Initiatives
6. Your Purchase Feeds… – VGL’s flagship one-for-one meal program has provided 99M+ meals to schoolchildren in India, the US, and the UK.
7. Employee Volunteering – Encourages employees to donate two hours monthly for charitable activities.
8. Sustainability Commitment – Focused on renewable energy, waste reduction, and green initiatives.
9. IGBC Award Winner – Recognized for excellence in green built environments at its Jaipur SEZ unit.
10. Assigned a ‘Combined ESG Rating 72 (Strong)’ from ICRA ESG Ratings Limited
Talent & Culture
11. Humanocracy & Micro-Enterprises – VGL fosters a decentralized, empowered work culture, enabling small, agile teams to drive innovation and ownership.
12. Talent Density & Meritocracy – Prioritizing high-performance teams, rewarding talent, and a culture of excellence.
13. GPTW Certified – Recognized as a Great Place to Work across India, the US, the UK, and China.
Recognition & Achievements
14. Top Exporter Award – Honored by GJEPC for being India’s largest exporter of silver and colored gemstones.
15. Operational Excellence – A strong track record in value-driven retail and customer-centric growth.
Role Overview
The Senior Customer Experience Manager is responsible for designing, leading, and continuously improving the end-to-end customer journey across TV, digital, and service touchpoints. This role ensures exceptional customer satisfaction, loyalty, and lifetime value while aligning customer experience strategy with commercial and brand objectives.
🧩 Key Responsibilities
Customer Experience Strategy
16. Define and execute the CX strategy across TV, website, mobile app, and customer service channels
17. Own the end-to-end customer journey, identifying pain points and driving continuous improvement
18. Translate customer insights into actionable process, policy, and service enhancements
Operations & Service Excellence
19. Lead and optimize contact centre operations (in-house and outsourced)
20. Ensure high service standards across order management, delivery, returns, refunds, and after-sales support
21. Drive efficiency while maintaining a customer-first culture
Performance & Analytics
22. Own CX KPIs including CSAT, NPS, FCR, AHT, complaint resolution, and retention
23. Analyze customer feedback, call data, and digital behavior to improve service outcomes
24. Present insights and recommendations to senior leadership
Cross-Functional Collaboration
25. Work closely with Merchandising, Logistics, Technology, Marketing, and TV Operations
26. Support new product launches, campaigns, and high-traffic TV events from a CX lens
27. Act as the voice of the customer in business decisions
People Leadership
28. Lead, coach, and develop CX and service leadership teams
29. Build training frameworks focused on empathy, resolution, and brand experience
30. Foster accountability, ownership, and continuous learning within teams
🎯 Key Skills & Competencies
31. Strong leadership with a customer-first mindset
32. Deep understanding of multi-channel retail / live commerce CX
33. Data-driven decision-making and problem-solving ability
34. Experience managing large service teams and vendors
35. Excellent communication and stakeholder management skills
36. Ability to balance service quality with operational efficiency
Qualifications
37. Graduate / Postgraduate in Business, Operations, or Customer Management
38. Proven experience in retail, e-commerce, TV shopping, or high-volume customer service environments