Customer Relations Manager

Company Description

Label Jenn is an Indian-owned womens fashion label that embodies femininity, confidence, allure, and independent style. Influenced by modern women, Jenn creates statement pieces designed to inspire and empower contemporary women. The brand is dedicated to offering high-quality fashion that resonates with individuality and self-expression.

Role Description

This is a full-time on-site role for a Senior Performance Marketing Manager D2C Fashion, based in Mumbai. The role involves developing and managing performance marketing strategies and campaigns across multiple digital platforms. Responsibilities include analyzing campaign performance, optimizing digital ads, managing budgets, monitoring market trends, and identifying opportunities for growth. The candidate will work in collaboration with creative and marketing teams to drive customer acquisition and sales growth.

Qualifications

• Own end-to-end customer lifecycle across WhatsApp, email, Instagram DMs, website chat, and CRM tools.
• Reduce RTO, cancellations, and refunds through proactive customer communication, order confirmation, and issue prevention.
• Manage and optimise CRM tools (LimeChat / Freshdesk / Zoho / Intercom etc.) including automations, templates, and workflows.
• Design retention and repeat-purchase journeys such as post-purchase flows, reorder nudges, win-back campaigns, and loyalty communication.
• Handle escalations and negative feedback professionally, ensuring brand tone, resolution timelines, and customer satisfaction benchmarks.
• Coordinate with operations & warehouse teams to resolve dispatch delays, inventory mismatches, and courier-related issues.
• Analyse customer data & metrics including response TAT, CSAT, NPS, RTO %, cancellation reasons, and repeat purchase rates.
• Create SOPs and train CRM executives to ensure consistency, accountability, and quality in customer communication.
• Collaborate with marketing & founders to support launches, sales, campaigns, and crisis communication with customers.

- Ensure compliance and documentation for refunds, disputes, chargebacks, consumer complaints, and audit readiness.

Work type:

• Full-time
• In-house (preferred) / Hybrid
• Mumbai (or similar D2C ecosystem preferred)