Job Description

Brand Relationship Manager - D2C

Job Overview:

We are looking for a proactive and customer-focused

Brand Relationship Manager

to join our team and enhance the overall customer experience for our

D2C (Direct-to-Consumer) segment

. This role involves building strong relationships with customers, addressing their concerns, and ensuring seamless communication between the brand and its consumers. The ideal candidate should be highly organized, have excellent problem-solving skills, and be passionate about delivering top-notch customer service.

Key Responsibilities:

Customer Relationship Management:

Serve as the primary point of contact for customers, ensuring prompt and effective communication. Build and maintain long-term relationships with customers, enhancing brand loyalty. Address and resolve customer inquiries, complaints, and feedback via phone, whatsapp and social media. Guide customers through the buying journey, assisting with product recommendations, order tracking, and post-purchase support.

Order & Issue Resolution:

Coordinate with internal teams (warehouse, logistics&operations) to ensure timely order fulfillment. Handle returns and refunds efficiently while maintaining a positive customer experience. Proactively identify customer pain points and suggest process improvements.

Brand Engagement & Community Building:

Engage with customers across social media and online platforms to foster a strong community. Monitor customer sentiment and feedback to improve overall brand perception. Assist in loyalty programs, referral initiatives, and personalized marketing efforts.

Performance Monitoring & Reporting:

Track customer service KPIs such as response time, resolution rate, and customer satisfaction scores. Provide regular reports on customer trends, feedback, and service improvements to internal teams. Collaborate with marketing and product teams to align customer feedback with business strategies.

Requirements & Qualifications:

Bachelor's degree in Business, Marketing, Communications, or a related field. 1-2 years of experience in client servicing, customer support, or a similar role, preferably in a

D2C or e-commerce brand

. Freshers can also be considered. Strong communication skills (verbal and written) with a customer-first mindset. Ability to manage multiple customer interactions simultaneously while maintaining a high level of service.

What We Offer:

A fast-paced and dynamic work environment. Opportunities to work with a growing D2C brand and shape customer experience. Competitive salary and performance-based incentives. Learning and development opportunities to grow within the company.
Job Types: Full-time, Permanent

Pay: ?15,000.00 - ?25,000.00 per month

Benefits:

Cell phone reimbursement Flexible schedule Life insurance Paid sick time
Ability to commute/relocate:

Edapally, Kerala: Reliably commute or planning to relocate before starting work (Required)
Experience:

Customer service: 1 year (Preferred) total work: 1 year (Required)
Language:

English (Preferred)
Work Location: In person