Customer Relationship Manager

Nap Chief; Navi Mumbai; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Nap Chief, a fast-growing D2C kidswear brand, is seeking a Customer Relationship Manager to lead the customer success and operations function. You will own the end-to-end customer journey from pre-purchase queries to post-delivery retention, and collaborate with Growth, Ops, and Brand teams to enhance touchpoints.

The role requires 3–5 years in customer success or CRM in D2C/e-commerce, plus strong data analysis skills and hands-on experience with Freshdesk, Zoho or Gorgias.

Qualifications

• A graduate or postgraduate in Business, Marketing, Operations, or a related field.
• 3-5 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.

Responsibilities

• Lead end-to-end customer journey from pre-purchase queries to post-delivery satisfaction.
• Manage and coach the customer support team to deliver empathetic, timely resolutions.
• Build systems for ticket routing, resolution timelines, and escalation tracking.
• Own and drive strategies to reduce RTO and improve COD handling.
• Maintain accurate customer records and workflows using CRM tools.
• Ensure consistent brand tone and clear communication across all channels.
• Collaborate with Growth, Ops, and Brand teams to enhance customer journeys.
• Analyze complaints, returns, and feedback to drive improvements.
• Proactively engage high-value customers to strengthen loyalty.
• Track KPIs like NPS, CSAT, repeat rate, and resolution metrics.

Skills

Customer success

CRM operations

Data analytics

Communication skills

Stakeholder management

Education

Bachelor's or Master's in Business/Marketing/Operations

Tools

Freshdesk

Zoho

Gorgias

Job description

Position: Customer Relationship Manager (Customer Success & Ops)

Department: Customer Success & Operations

Employment Type: Full-time

NapChief is a fast-growing D2C kidswear brand. We sell through our own website (napchief.com) and all major marketplaces including Myntra, FirstCry, and Amazon. At Nap Chief, we're redefining kids' wear for a new generation of parents. We craft premium, super-soft clothing that kids love to wear and parents trust.Our mission is to empower the young generation and we are looking for you to join forces with us to conquer this mission.

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 we're looking for

• A graduate or postgraduate in Business, Marketing, Operations, or a related field.
• 3-5 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 Chief's influencer marketing strategy.