MUMBAI — E-commerce furniture and home decor marketplace Pepperfry has appointed Jyoti Arora as Associate Director – Customer Experience (CX), marking her second stint with the digital platform.
Arora re-joins Pepperfry from homeware brand Borosil, where she spent six years as Head of Customer Experience and D2C Operations. Her appointment comes as the platform focuses on refining customer lifecycle management, D2C operations, and overall service delivery.
Executive Profile & Strategic Overview
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Appointee: Jyoti Arora.
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New Role: Associate Director – Customer Experience (CX), Pepperfry.
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Previous Role: Head – Customer Experience and D2C Operations at Borosil (6-year tenure).
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Career History:
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Pepperfry: First stint (2012–2016) as Manager – Payment Operations & Customer Escalations.
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Other Leadership Roles: Craftsvilla, HSBC Global Payments, and Maersk Infotech Services India.
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Domain Expertise: CX strategy and transformation, contact center operations, e-commerce & D2C operations, and digital payment frameworks.
