Role Overview

We are looking for a highly driven and ownership-oriented Customer Relationship & Customer Success Manager to lead end-to-end customer experience and CRM operations for our D2C business.

This role goes beyond handling customer queries — it requires complete ownership of the customer journey, from website experience to post-delivery satisfaction. The candidate will act as the bridge between customers and internal teams, ensuring seamless execution across operations, technology, logistics, finance, and marketing.

The ideal candidate is proactive, detail-oriented, solution-driven, and capable of independently managing and improving all aspects of customer experience.

Key Responsibilities

1. Customer Experience & Relationship Management

• Act as the single point of contact for all customer interactions across channels (calls, emails, WhatsApp, chat, social media)
• Ensure quick, empathetic, and effective resolution of all customer queries and complaints
• Handle:
• Order issues
• Delivery delays
• Damaged/missing products
• Returns & refunds
• Payment failures
• Maintain a customer-first approach while balancing business objectives
• Build systems to reduce repeat complaints and improve customer satisfaction (CSAT/NPS)

2. End-to-End Order Lifecycle Ownership

Take full ownership of

• Order processing
• Shipment tracking
• Delivery coordination
• Returns & reverse logistics
• Refund processing timelines
• Coordinate closely with:
• Logistics partners
• Warehouse team
• Payment gateway providers
• Ensure TAT adherence for all operations (dispatch, delivery, refunds)

3. Website (D2C) Ownership – UI/UX & Experience

• Ensure the website delivers a smooth, error-free, and high-converting experience

Identify and fix

• UI/UX gaps
• Broken journeys
• Checkout issues
• Payment failures
• Work with tech/design teams to continuously improve customer journey & conversion rates
• Monitor customer feedback and translate it into actionable improvements

4. Pricing, Offers & Promotions

Execute and monitor

• Pricing updates
• Discount structures
• Coupons & offers
• Ensure pricing accuracy and consistency across the website
• Track performance of offers and suggest data-backed improvements
• Coordinate with marketing for campaign execution (sales, launches, festive offers)

5. New Product Launch Coordination

• Ensure smooth execution of new launches on D2C

Coordinate for

• Product listings
• Pricing setup
• Inventory readiness
• Offer alignment
• Validate that the customer journey for new products is flawless

6. Payment Gateway & Transaction Management

Monitor and resolve

• Payment failures
• Gateway errors
• Refund mismatches
• Coordinate with payment partners for issue resolution
• Ensure accurate reconciliation of all transactions

7. Returns, Refunds & Reconciliation

• Own the entire returns & refunds process

Ensure

• Timely refunds
• Proper validation of returns
• Accurate accounting entries

Work with accounts team for

• Payment reconciliation
• Refund tracking
• Invoice matching
• Identify leakages, fraud risks, and process gaps

8. Invoicing & Financial Coordination

• Ensure all orders have accurate invoices generated
• Handle customer queries related to billing and invoices

Coordinate with finance team for

• Reconciliation
• Discrepancy resolution

9. Reporting & MIS (Critical Requirement)

• Prepare and share structured, timely reports for management, including:
• Daily / Weekly / Monthly CRM reports
• Customer complaint analysis
• Returns & refund trends
• Order fulfilment metrics
• Payment/reconciliation reports
• Ability to quickly generate ad-hoc reports as per management requirements
• Highlight key issues, risks, and actionable insights (not just data)

10. Process Improvement & Ownership

• Identify inefficiencies and implement process improvements

Build SOPs for

• Customer handling
• Returns & refunds
• Issue escalation
• Reduce dependency on manual follow-ups through structured systems
• Take complete ownership and accountability for CRM performance

Key Skills & Competencies

• Strong ownership mindset and accountability
• Excellent problem-solving and decision-making ability
• High attention to detail
• Strong communication skills (written & verbal)
• Ability to manage multiple tasks in a fast-paced environment
• Analytical mindset with data-driven thinking
• Proactive attitude — not dependent on follow-ups

Technical Skills

• Proficiency in Excel / Google Sheets (mandatory)
• Familiarity with:
• D2C platforms (Shopify, WooCommerce, etc.)
• Payment gateways
• CRM tools
• Basic understanding of:
• E-commerce operations
• Logistics workflows
• Reconciliation processes

Preferred Experience

• 2–5 years in:
• CRM / Customer Success
• D2C / E-commerce operations
• Experience in handling end-to-end customer lifecycle
• Prior exposure to cosmetics / FMCG / D2C brands is a plus