Customer Relations Manager

Position: Customer Relationship Manager (Customer Success & Ops)

Location: Navi Mumbai (Turbhe)

Department: Customer Success & Operations

Employment Type: Full-time

About Nap Chief

Nap Chief is a fast-growing D2C kids wear brand making fun, stylish, and comfortable clothing for little ones. Were a small, energetic team passionate about creating a brand that makes a real difference.

Role Overview:

As a Customer Relationship Manager, you will own the complete post-purchase customer experience while driving operational efficiency across deliveries, returns, and RTO reduction, working closely with growth, brand, and operations teams to build long-term customer loyalty.

Key responsibilities

• Customer Success Ownership: Lead the end-to-end customer journey from pre-purchase queries to post-delivery satisfaction and retention.
• Team Leadership: Manage, mentor, and coach the customer support team to deliver empathetic, timely, and high-quality resolutions.
• Query & Escalation Management: Build and manage structured systems for ticket routing, resolution timelines, and escalation tracking.
• RTO Optimization: Own and drive strategies to reduce RTO by analyzing root causes and improving customer intent, delivery success, and COD handling.
• CRM Management: Maintain accurate, up-to-date customer records and workflows using CRM and ticketing tools.
• Customer Communication Excellence: Ensure consistent brand tone, empathy, and clarity across all customer communications.
• Cross-Functional Collaboration: Work closely with Growth, Ops, and Brand teams to improve customer journey touchpoints and expectations.
• Feedback & Insights Loop: Analyze customer complaints, returns, and feedback to drive product, process, and communication improvements.
• High-Value Customer Management: Proactively engage with repeat and high-value customers to strengthen trust and loyalty.
• Data & Reporting: Track and own NPS, CSAT, repeat rate, RTO, and resolution metrics through regular dashboards and reviews.
• Process & SOP Building: Create and optimize SOPs, templates, and workflows to improve efficiency and resolution quality.
• Ownership Culture: Build accountability within the team for resolution quality, customer satisfaction, and brand representation.
• Team Reviews & Coaching: Conduct regular team reviews to ensure alignment, skill development, and continuous improvement.

What were looking for

• A graduate or postgraduate in Business, Marketing, Operations, or a related field.
• 35 years of experience in customer success, CRM, or operations roles, preferably in D2C, e-commerce, or retail.
• Strong understanding of India logistics, COD behavior, and RTO drivers.
• Hands-on experience with CRM and support tools such as Freshdesk, Zoho, Gorgias, or similar platforms.
• Strong analytical mindset with the ability to convert data and feedback into actionable insights.
• Excellent communication, empathy, and stakeholder management skills.
• Ability to balance strategic thinking with on-ground execution in a fast-paced environment.

Why Join Us

• Work in a creative, fast-growing brand where your ideas directly impact growth.
• Collaborate with a passionate team that values initiative and ownership.
• Opportunity to shape and grow Nap Chiefs influencer marketing strategy.

Apply Now: Send your CV to careers@napchief.com or apply directly.