Nawazesh Irani

CEO

Mumbai, Maharashtra, India22 yrs 10 mos experience

Key Highlights

Over two decades in Customer Experience and Success.
Led successful transitions and revamped support systems.
Focused on building community for the 60+ demographic.

Stackforce AI infers this person is a Customer Experience leader with a strong focus on community engagement and service excellence.

Contact

Skills

Core Skills

Customer ExperienceCustomer SuccessCustomer RetentionCustomer EngagementCustomer Service Management

Other Skills

Customer AcquisitionCustomer ResearchGlobal LeadershipService ExcellenceService QualityCost SavingsRevenue GenerationCustomer Experience ManagementNPS & CSATTurn Around ManagementCross-functional CollaborationsKnowledge ManagementEscalations ManagementComplaint InvestigationsCommunity Building

About

With over two decades in Customer Experience and Success, I’ve had the privilege of working across industries to transform how businesses engage with people. Today, I channel that journey into something deeply personal - building a vibrant community for the 60+ with GenSxty Tribe. I work with teams to simplify processes, listen deeply, and turn insights into meaningful action - the kind that improves NPS, builds loyalty, and drives growth. My focus has always been on making customer experience dependable, scalable, and human. Over the years, I’ve led transitions, revamped support systems, improved service KPIs, and mentored multicultural teams across geographies. And I’ve done it with empathy, intuition, and a belief that every interaction matters. Now, with GenSxty, I’m bringing that same spirit to create experiences where our parents and loved ones feel connected, valued, and celebrated - because every chapter of life deserves joy. If you believe in outcomes built on people and purpose, I’d love to connect. #CustomerExperience #CustomerSuccess #CXLeadership #DigitalTransformation #RetentionStrategy #TeamCulture #CXWithCare #GenSxty

Experience

Gen s life

Head of Customer Relations

Aug 2025 – Present · 8 mos · Mumbai, Maharashtra, India · On-site

Head of Customer Relations at GenSxty Tribe | Leading with care to build trust, joy, and vibrant connections for the 60+ community. Dedicated to creating experiences where every member feels valued, supported, and truly at home.

Customer AcquisitionCustomer RetentionCustomer ResearchCustomer ExperienceCustomer Success

Systemone

Director of Customer Experience

May 2022 – Feb 2025 · 2 yrs 9 mos · Boston, Massachusetts, United States · Remote

Led a seamless migration of 100% of customers to new platforms, ensuring no service disruptions and delivering comprehensive training.
Increased NPS from 0 to +35 and maintained 90%+ CSAT through effective engagement frameworks and feedback loops.
Expanded operations across 15+ countries, managing customer support, logistics, and training in diverse regions including Nigeria, Vietnam, and Bangladesh.
Developed AI-powered training tools, reducing onboarding time and enhancing customer education.
Designed a centralized knowledge base to streamline support, promote self-service adoption, and improve contract renewals.
Leveraged agile methodologies and cross-functional collaboration to drive service improvements and successful product rollouts.

Customer SuccessCustomer ExperienceCustomer RetentionGlobal LeadershipService ExcellenceService Quality

Tata consumer products

CRM Lead - Tata SmartFoodz Limited

Feb 2020 – May 2022 · 2 yrs 3 mos · Mumbai, Maharashtra, India · On-site

Collaborated with external agencies to manage social media escalations, strengthening brand reputation and building customer trust.
Improved customer retention by designing journey maps and implementing effective lifecycle engagement strategies.
Achieved 99% SLA compliance in complaint resolution while reducing turnaround times by 30% through process optimization.
Transitioned refund policies to a replacement-first model, leading to reduced churn and lowered operational costs.
Streamlined SOPs and checklists, resulting in enhanced productivity and service efficiency.

Customer RetentionCustomer Service ManagementCustomer EngagementCost SavingsCustomer Experience

Thomas cook india limited

Senior Manager - Service Quality & Customer Care

Jul 2016 – Feb 2020 · 3 yrs 7 mos · Mumbai, Maharashtra, India · On-site

Drove repeat business by re-engaging customers through strategic discounts and launching a successful NPS referral program.
Reduced complaint resolution times from 12 days to 3 days and social media response times from 5 days to 1 day by optimizing workflows.
Enhanced brand perception and customer satisfaction by executing NPS and CSAT programs, driving actionable data-backed improvements.
Introduced Thomas Cook gift cards, boosting customer retention and profitability.

Revenue GenerationCustomer Experience ManagementCustomer RetentionNPS & CSATTurn Around ManagementCustomer Experience

Unilever

2 roles

Consumer Engagement Executive

Promoted

Aug 2010 – Jul 2016 · 5 yrs 11 mos · On-site

Led the Consumer Engagement Centre (CEC) with 160 agents across Mumbai and Bangalore, handling 2 lakh monthly customer interactions via email and phone.
Implemented customer engagement initiatives, enhancing satisfaction and resolving escalations, including CEO and social media issues.
Spearheaded the transition from SAP to Salesforce, optimizing processes and improving service levels.
Developed and launched a Knowledge Management Portal to keep teams informed about new product launches and FAQs.
Designed training programs to ensure high service levels, cross-trained employees, and improved operational efficiency.

Customer EngagementCross-functional CollaborationsKnowledge ManagementEscalations ManagementComplaint InvestigationsCustomer Service Management