About the Role

The role is responsible for owning and transforming end to end customer experience for Home Centre’s Furniture and Household business across omni channel journeys. The position focuses on improving NPS, reducing escalations, and ensuring a consistent, reliable, and damage free experience from order placement to delivery and installation.

Responsibilities

Customer Experience Strategy and Governance
CX Vision and Roadmap
Define the customer experience strategy for Furniture and Household categories across online and offline channels
Build a multi year roadmap covering delivery experience, installation readiness, communication, and escalation management
Governance and Standards
Define CX SOPs, service standards, and resolution frameworks
Establish clear ownership and governance across supply chain, last mile, installation, and customer care
Drive leadership cadence and visibility on CX performance

End to End Customer ...