Job Description

Customer Experience


London


[email protected]


Posted : 15 hours ago

About VGL Group

Vaibhav Global Limited (VGL) is a leading

electronic retailer of jewelry and lifestyle products

. In FY 2023-24, VGL reported a

turnover of ~$365 million

and employs

4,000+ people globally

, with

3,000+

based in Jaipur, India.

Multi-Channel Presence

VGL reaches a broad audience through its

TV, e-commerce, and digital retail platforms

:

Shop LC (USA)

-

Live broadcasts to 60M+ homes

with a strong e-commerce presence.

TJC, UK

-

Reaches 27M+ homes

through TV and digital platforms.

Shop LC Germany

-

Broadcasts to 40M+ homes

, expanding VGL's European market presence.

Ideal World (UK)

- Acquired in

2023

, a leading UK

teleshopping & digital sales platform

.

Mindful Souls

- Acquired in

2023

, a fast-growing

subscription-based e-commerce brand

focused on spiritual and wellness products.

Social Impact & ESG Initiatives

Your Purchase Feeds...

- VGL's flagship

one-for-one meal program

has provided

99M+ meals

to schoolchildren in India, the US, and the UK.

Employee Volunteering

- Encourages employees to

donate two hours monthly

for charitable activities.

Sustainability Commitment

- Focused on

renewable energy, waste reduction, and green initiatives

.

IGBC Award Winner

- Recognized for excellence in

green built environments

at its Jaipur SEZ unit. Assigned a

'Combined ESG Rating 72 (Strong)'

from ICRA ESG Ratings Limited

Talent & Culture

Humanocracy & Micro-Enterprises

- VGL fosters a

decentralized, empowered work culture

, enabling

small, agile teams

to drive innovation and ownership.

Talent Density & Meritocracy

- Prioritizing

high-performance teams, rewarding talent, and a culture of excellence

.

GPTW Certified

- Recognized as a

Great Place to Work

across India, the US, the UK, and China.

Recognition & Achievements

Top Exporter Award

- Honored by GJEPC for being

India's largest exporter of silver and colored gemstones

.

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

Define and execute the

CX strategy

across TV, website, mobile app, and customer service channels Own the

end-to-end customer journey

, identifying pain points and driving continuous improvement Translate customer insights into actionable process, policy, and service enhancements
#

Operations & Service Excellence

Lead and optimize

contact centre operations

(in-house and outsourced) Ensure high service standards across

order management, delivery, returns, refunds, and after-sales support

Drive efficiency while maintaining a customer-first culture
#

Performance & Analytics

Own CX KPIs including

CSAT, NPS, FCR, AHT, complaint resolution, and retention

Analyze customer feedback, call data, and digital behavior to improve service outcomes Present insights and recommendations to senior leadership
#

Cross-Functional Collaboration

Work closely with

Merchandising, Logistics, Technology, Marketing, and TV Operations

Support new product launches, campaigns, and high-traffic TV events from a CX lens Act as the

voice of the customer

in business decisions
#

People Leadership

Lead, coach, and develop CX and service leadership teams Build training frameworks focused on empathy, resolution, and brand experience Foster accountability, ownership, and continuous learning within teams

Key Skills & Competencies

Strong leadership with a

customer-first mindset

Deep understanding of

multi-channel retail / live commerce CX

Data-driven decision-making and problem-solving ability Experience managing

large service teams and vendors

Excellent communication and stakeholder management skills Ability to balance

service quality with operational efficiency

Qualifications

Graduate / Postgraduate in Business, Operations, or Customer Management Proven experience in

retail, e-commerce, TV shopping, or high-volume customer service environments

Job Overview

Compensation

? 50000 Yearly

Level

Level 4

Location

London

Experience

3-4 Years

Qualification

Bachelor's degree

Work Mode:

Onsite

Job Type:

Fulltime