The Customer Care Manager will oversee all customer experience functions for the D2C apparel brand, ensuring smooth, responsive, and high-quality support across digital channels -- email, chat, phone, social media, and marketplaces. This role involves managing the customer service team, optimizing support systems, and using customer insights to enhance retention, brand loyalty, and lifetime value.
Key Responsibilities:
1. Customer Support Operations
Lead and manage the customer care team handling pre-sales, post-sales, returns, exchanges, and general inquiries.
Monitor and ensure SLAs (response and resolution times) are met across all channels.
Manage customer escalations with empathy, ownership, and professionalism.
2. E-Commerce & Order Management
Ensure accurate and timely updates to customers on order and return status.
Work with the fulfillment team to reduce errors and improve turnaround times.
3. Social Media & Digital Engagement
Oversee customer interactions and reputation management on social media platforms (Instagram, Facebook, WhatsApp, etc.).
Track and respond to reviews, feedback, and DMs promptly.
4. Process Improvement & Automation
Analyze recurring issues and recommend process improvements or system enhancements.
Maintain updated FAQs and support documentation.
5. Customer Experience & Retention
Collect, track, and analyze customer feedback to identify trends and improvement areas.
Collaborate with product and marketing teams to address service-related insights.
Support loyalty programs, customer engagement campaigns, and reactivation initiatives.
6. Team Leadership & Development
Hire, train, and coach customer service executives to deliver exceptional service.
Qualifications & Skills:
Bachelor's degree in Business Administration, Retail Management, or a related field.
5-8 years of experience in customer service or operations, preferably in D2C e-commerce / fashion / apparel.
Experience managing omnichannel support teams.
Strong analytical, leadership, and communication skills.
Knowledge of order management and logistics coordination.
Empathetic, detail-oriented, and customer-obsessed mindset.
Key Performance Indicators (KPIs):
Customer Satisfaction (CSAT)
First Response Time (FRT) & First Contact Resolution (FCR)
Average Resolution Time (ART)
Refund/Return Turnaround Time
Repeat Purchase & Retention Rates
Social Media Response Rate and Sentiment
Job Types: Full-time, Permanent
Pay: ?20,000.00 - ?60,000.00 per month
Ability to commute/relocate:
Noida H.O, Noida, Uttar Pradesh: Reliably commute or planning to relocate before starting work (Preferred)
Application Question(s):
How many years of retail customer care handling experience do you have?
Experience:
Customer support: 3 years (Preferred)
Work Location: In person
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