Job Description

About The Role CaaStle is recruiting for a Lead for our Client Success team, reporting to the Head of CP&G Operations. This role will lead a team that is a direct link between CaaStle and our Clients, working with both internal and external teams to bring up new rental businesses on the CaaStle platform. This is a unique opportunity to be a part of our high-growth Branded Affiliate Program, where we work with creators to create subscription clothing rental services targeted to their communities. Location: New Delhi Geography Supported: Comfortable working in a US/India time zone overlap, and also a shift environment in US time zones. What You\'ll Do Own the end to end onboarding & servicing processes for our Branded affiliates & shoulder key metrics such as conversion & latency Develop strategic & actionable insights around the Branded Affiliates\' onboarding and servicing journey Manage & track active BA journeys using tools such as salesforce & calendly Perform root cause analysis & implement actionable next steps to drive conversion across the Branded Affiliate onboarding funnel Ensure seamless day to day functioning of the team via effective rostering, daily standups & regular tracking of the KPI dashboard Use insights and metrics to identify opportunities that guide program optimizations for sales and other cross functional teams. Engage with internal partners to test and work on new initiatives in an agile and changing environment Collaborate with partners including account management, marketing, IT, audit and customer support. Make recommendations for process improvements and opportunities to more efficiently scale the client success team. Onboard select branded affiliates yourself via Acting as the liaison for emerging client types throughout their journey which includes taking google meetings, answering queries via email & providing other servicing needs Present CaaStle materials to educate Branded Affiliates on program operations, growth strategies and program requirements to ensure mutual success for the client and CaaStle. Promote the tactics required and strategies that facilitate growth, rental integration, and mutual success for the client and CaaStle. Help support and troubleshoot client issues during the onboarding process. We\'d Love For You To Have A Master\'s Degree or equivalent work experience 8+ years of professional experience, ideally in account management or client services/success roles A solution seeking approach with the ability to implement process improvements High accountability for assigned tasks, overall delivery on projects and team management Proven organizational skills, including time management with minimal supervision Confidence when speaking to clients and able to think quickly on their feet to handle questions A process oriented approach, related to management of people and/or projects The ability to exercise judgment within defined procedures and practices to determine appropriate action Ability to work with Microsoft Office/Excel ,Tableau, Salesforce and Google sheets Strong written and verbal communication skills Clear and effective communication with cross functional partners At CaaStle, we pioneered the clothing rental model and are now powering it for everyday apparel and accessories. Our workplace consists of an inspiring community of people from unique and diverse backgrounds, and our culture is built upon a foundation of respect and camaraderie. Join us in changing the face of fashion. CaaStle is committed to equality of opportunity in employment. It has been and will continue to be the policy of CaaStle to provide full and equal employment opportunities to all employees and candidates for employment without regard to race, color, religion, national or ethnic origin, veteran status, age, sexual orientation, gender identity, or physical or mental disability. This policy applies to all terms, conditions and privileges of employment, such as those pertaining to training, transfer, promotion, compensation and recreational programs.

foundit