Sankalp Puri
E-Commerce | Ed-Tech | Operations | Customer Experience
- Role
- Customer Experience Manager at Includ
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Sankalp Puri
Customer Experience professional with a proven track record of leading high-performing support teams in fast-paced D2C/B2B environments. Currently heading the customer service function at INCLUD, a purpose-led kidswear brand redefining fashion through inclusivity, comfort, and conscious design.
Experience
Customer Experience Manager
Jun 2025 — Present · Gurugram, IN
Heading the Customer Experience function at INCLUD, a purpose-driven D2C kids fashion brand focused on quality, comfort, and inclusivity. I lead our customer experience strategy across all touchpoints—chat, email, calls, and social—to deliver a delightful, responsive, and empathetic experience to every customer we serve.As part of the leadership team, I report directly to the Founder and play a strategic role in shaping INCLUD’s customer-centric culture.Key responsibilities:Owning end-to-end customer service operations and team leadershipBuilding scalable systems, SOPs, and training for high service standardsCollaborating cross-functionally with product, logistics, and marketing to resolve issues and elevate the customer journeyRepresenting the voice of the customer in business decisions and CX innovationDriving CSAT, response SLAs, first-contact resolution, and retention through data-backed insights
Education
Maharshi Dayanand University
Bachelor of Commerce - BCom
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