Senior Manager Customer Care

2 weeks ago

Mumbai, India YUVAKAA Full time

Job Description: Customer Care Manager

Location: Mumbai, Maharashtra

Company: YUVAKAA- A unit of TCW Pvt Ltd


About Us:

YUVAKAA is a contemporary western fashion brand dedicated to creating stylish, high-quality apparel that reflects modern aesthetics and individuality. We bridge the gap between innovation and craftsmanship. Our designs cater to the aspirations of the modern consumer, blending timeless elegance with current trends to offer versatile collections that inspire confidence and self-expression.

As a rapidly growing brand in the fashion industry, YUVAKAA is committed to sustainability, ethical practices, and redefining standards in premium western wear. We aim to empower individuals through thoughtfully designed clothing while fostering a culture of creativity, collaboration, and excellence within our team. Our focus is not just on fashion but on crafting a brand experience that resonates with our audience at every touchpoint. We are seeking a dynamic and experienced Customer Care Manager to lead our customer service function and ensure a seamless experience for our valued customers.


Position Overview:

The Customer Care Manager will oversee the customer service team, focusing on delivering superior customer satisfaction and loyalty. With a proven track record in managing customer service operations in the fashion or retail industry, the ideal candidate will bring expertise in team leadership, problem-solving, and customer-centric strategies.


Key Responsibilities:

  • Strategic Leadership:
  • Develop and implement customer service strategies aligned with the company's goals.
  • Establish and monitor KPIs to measure and improve team performance.


  • Customer Experience Management:
  • Ensure timely and effective resolution of customer inquiries, complaints, and grievances through all communication channels (email, phone, social media, and live chat).
  • Identify and address recurring customer pain points to enhance satisfaction and retention.


  • Team Development:
  • Recruit, train, and mentor a high-performing customer service team.
  • Conduct regular performance reviews and provide constructive feedback to drive growth.


  • Operational Excellence:
  • Optimize customer care processes and tools to ensure efficiency and scalability.
  • Oversee escalation protocols and ensure critical issues are resolved promptly.


  • Data-Driven Decision-Making:
  • Analyze customer feedback and service data to identify trends and opportunities for improvement.
  • Provide regular reports to senior management on customer service metrics and insights.


  • Collaboration:
  • Work closely with cross-functional teams (Sales, Marketing, Logistics, and Production) to align customer service strategies with business objectives.
  • Coordinate with the marketing team to support customer engagement initiatives and loyalty programs.


Qualifications and Skills:

  • Bachelor’s degree in Business Administration, Customer Service, or related field (MBA preferred).
  • 10-12 years of experience in customer service management, preferably in the fashion, retail, or e-commerce industry.
  • Proven experience in managing a team and improving customer satisfaction metrics.
  • Strong leadership, communication, and interpersonal skills.
  • Proficiency in customer relationship management (CRM) tools and software.
  • Analytical mindset with the ability to interpret data and develop actionable insights.
  • Ability to work in a fast-paced, dynamic environment and handle pressure effectively.
  • Deep understanding of the fashion retail landscape and customer expectations.


What We Offer:

  • Opportunity to be part of a growing brand in the fashion industry.
  • Competitive salary and benefits package.
  • Collaborative work environment focused on innovation and excellence.
  • Career growth opportunities in a dynamic and creative industry.


How to Apply:

Interested candidates can send their CVs and cover letters to j with the subject line “Application for Customer Care Manager – (Your Name)”.

Join us at YUVAKAA and help us shape the future of customer experience in the fashion world

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