Job Description

TJC


London


i-kartik.singh@vaibhavglobal.com


Posted : 2 days ago

Vaibhav Global Ltd (VGL) Company Overview:

Listed in 1996-97 on Indian stock exchanges, Vaibhav Global Ltd (VGL) is an end-to-end electronic deep discount retailer of fashion jewelry, gemstones, and lifestyle products, operating in the US, UK, Germany, and Canada.

Shopping Experience:

Today's customers seek convenience, and VGL meets this demand through its proprietary 24/7 TV shopping channels (Shop LC in the US and Germany, and Shop TJC in the UK), as well as through various digital mediums including websites, mobile apps, OTT platforms, social media, and third-party marketplaces. VGL reaches almost 124 million households across the US, UK, and Germany. As digitization progresses and online retail continues to grow, VGL's portfolio and omni-channel strategy will evolve accordingly.

Financials and Workforce:

VGL reported a group turnover of approximately Rs. 3,041 Crore (FY 2023-2024) and employs over 3800 people globally. The company's head office and main manufacturing facility are in Jaipur, India, employing around 3000 people, including contract workers.

Acquisitions:

Mindful Souls B.V.:

In FY23-24, VGL acquired Mindful Souls B.V., a Netherlands-based e-commerce company specializing in subscription-based online sales of fashion jewelry, gemstones, and lifestyle products. This acquisition is expected to leverage VGL's sourcing and manufacturing strengths while enhancing digital business capabilities.

Ideal World:

VGL, through its subsidiary Shop TJC Ltd (UK), acquired the assets of Ideal World, a well-known teleshopping and digital retail brand in the UK. This acquisition includes IP rights, broadcasting rights, studio equipment, and other intangible assets.

Environmental and Social Responsibility:

VGL is committed to sustainable business practices and renewable energy initiatives. The company's SEZ unit in India received the 'Excellence Award' for 'IGBC Performance Challenge 2021 for Green Built Environment,' reflecting its dedication to environmental sustainability. VGL's 'Your Purchase Feeds...' initiative has provided 87 million meals to school children in India, the US, and the UK. The company encourages employees to donate at least two hours each month to charitable causes, tracked through its performance system. VGL is also a Great Place to Work (GPTW) certified organization.

Shop LC Overview:

Shop LC, a VGL subsidiary, was established in Austin, TX in 2007 and now broadcasts live to 75 million homes in the US. The growing e-commerce presence is supported by the website Shop LC. Shop LC ships approximately 25,000 products daily to US customers and employs around 550 people in various operational roles. The US is VGL's largest market, contributing 68% to consolidated revenue.

TJC Overview:

TJC, another VGL subsidiary, was established in London, UK in 2006 and broadcasts live to 25 million homes in the UK. The company's e-commerce presence is supported by the website TJC. TJC ships approximately 12,000 products daily to UK customers and employs around 220 people in London, with extended teams in India.

Shop LC Germany Overview:

Launched in 2021 from Dusseldorf, Germany, Shop LC Germany TV & e-commerce is a new market with significant growth potential. The business currently reaches 27 million households and is expanding. The e-commerce site can be accessed at Shop LC Germany.

Our Purpose:

Delivering joy.

Our Vision:

Be the Value Leader in Electronic Retailing of Jewelry and Lifestyle Products.

Our Mission:

To deliver one million meals per day to children in need by FY40 through our one-for-one meal program: your purchase feeds...

Our Core Values:

Teamwork Honesty Commitment Passion Positive Attitude

The

Senior Customer Experience Manager

at TJC & Ideal World is responsible for leading and optimizing the entire customer experience journey, from pre-purchase interactions through post-purchase resolution. This pivotal role ensures the delivery of "Unreasonable Hospitality" across all touchpoints, driving customer satisfaction and loyalty.

Key Responsibilities

Customer Experience Strategy & Leadership:

Run the entire CX function for both TJC and Ideal World, covering pre-purchase and post-purchase resolution. Represent Customer Experience in Trading Meetings and other key business discussions. Drive and embed the ethos of "Unreasonable Hospitality" across every customer touchpoint within the business. Host monthly global "Customer Delight" calls to foster a customer-centric culture and share best practices.

Call Centre & Sales Management:

Oversee call centre sales operations, managing both our outsourced partner in Northern Ireland and our in-house team in Jaipur, India. Manage post-purchase service operations via our call centre in Jaipur (voice and digital). Be responsible for all customer contacts across various channels, including social media.

Specialised Teams & Community Management:

Manage the personal shopper team for bespoke sales. Oversee the budget and flexi pay teams. Oversee the Customer Happiness and Engagement Manager responsible for our vibrant VIP closed Facebook community, ensuring continued growth and engagement.

Operations & Project Management:

Actively monitor pending orders, including pre-orders, and liaise with the Warehouse team to pre-empt issues and ensure timely customer deliveries. Project manage various customer service initiatives to enhance efficiency and customer satisfaction.

Key Performance Indicators (KPIs)

Achieve targets for general call centre metrics (e.g., average handle time, first call resolution, service levels). Drive improvements in Net Promoter Score (NPS) and other customer satisfaction metrics. Meet budget and flexi pay collection targets. Attain established call centre sales targets. Monitor and improve customer contact resolution rates across all channels.

Qualifications and Skills:

Proven track record in leading and managing large-scale customer experience functions, preferably within a retail or e-commerce environment. Demonstrated ability to drive sales performance through customer service channels. Exceptional leadership, communication, and interpersonal skills, capable of managing diverse global teams. Strong strategic thinking and analytical abilities to optimize customer journeys and departmental performance. Proficiency in CRM systems, contact centre technologies, and digital engagement platforms. Experience in managing outsourced partnerships is highly desirable. A passion for delivering exceptional customer service and fostering a culture of "Unreasonable Hospitality."

Benefits

Profit Share via Micro Enterprise (if applicable) Pension Scheme Medicash Health Plan Life Insurance Day off on Birthday Perks EAP (Employee Assistance Program) Free breakfast, fruits and energy bars (for London office) Free Parking Space Employee Discounts Employee Referral Program Cycle to work scheme. Employee Awards. Culture of openness and flexibility allows employees to keep growing and gravitating to roles that fit their talents and passions

Work Location:

Feltham, London (Relocating to Staines in 2026)

Job Overview

Compensation

? 35000-40000 Yearly

Level

Job Level -3

Location

London

Experience

4-5 Years

Qualification

Bachelor's degree

Work Mode:

Onsite

Job Type:

Fulltime