Customer Care Manager

3 weeks ago

Pune, Maharashtra, India Stahl Kitchens Full time
About Stahl

At Stahl, we believe that the best times and fondest memories are created around food. Our mission is to enable the best cooking experiences by creating thoughtfully crafted, user-centric products. As a premium cookware brand, customer satisfaction is at the heart of our growth and reputation.

Role Overview

To manage Stahl's customer service operations, setting the vision, strategy, and standards for delivering exceptional customer experiences. This role involves supervising the Customer Experience Associates, developing best-in-class service processes, analyzing feedback for continuous improvement, and ensuring that every customer interaction reflects Stahl's brand values of quality, empathy, and trust.

Key Responsibilities

Leadership & Strategy

- Develop and implement the customer service vision, policies, and SOPs aligned with Stahl's brand values.
- Lead, mentor, and inspire the Customer Experience team, fostering a culture of accountability and excellence.
- Set and track service KPIs to monitor quality, efficiency, and customer satisfaction.

Customer Experience Excellence

- Ensure quick, empathetic, and effective resolution of customer concerns across calls,

WhatsApp, email, social media, and marketplaces.

- Oversee escalation management and ensure timely resolutions.
- Maintain high service standards for returns, exchanges, and repairs.

Cross-Functional Collaboration

- Partner with Product, Marketing, Sales, and Logistics to act on customer feedback and improve offerings.
- Represent the voice of the customer in leadership meetings, influencing decisions on product design, policies, and communication.

Data-Driven Insights &and Process Improvement

- Analyze trends in customer queries, complaints, and satisfaction levels to inform strategic changes.
- Implement tools, training, and processes to increase team efficiency and improve first-contact resolution rates.

People Management & Development

• Recruit, train, and retain top talent in the Customer Care team.

• Conduct regular performance reviews and identify growth opportunities for team members.

What We're Looking For

• Proven track record (8–10 years) in leading customer care operations, preferably in D2C, premium retail, or e-commerce sectors.

• Strong leadership, coaching, and interpersonal skills.

• Excellent communication skills in English; multilingual proficiency is a plus.

• Data-driven decision-making with strong problem-solving abilities.

• Ability to thrive in a fast-paced, high-growth environment.

Why Join Us?

• Lead the customer care function of one of India's fastest-growing premium cookware brands.

• Opportunity to directly shape customer experiences and brand perception.

• Work in an innovation-driven, customer-first culture.

Apply by sharing your CV and leadership achievements at hr@stahlkitchens.com

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