Customer Relationship Manager

Job Description: Customer Relationship Manager / Customer Success Manager (D2C)

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

• It is a Full Time Customer Support / TeleCaller job for candidates with 2 - 5 years of experience.