Customer Experience Director

6 hours ago

Mumbai, Maharashtra, India YUVAKAA Full time
Senior Customer Care Manager

Are you a seasoned leader with a passion for delivering exceptional customer experiences? We're seeking a dynamic and experienced Senior Customer Care Manager to join our team at YUVAKAA. Located in Mumbai, Maharashtra, this role offers a unique opportunity to drive customer satisfaction and loyalty in the fast-paced fashion industry.

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, offering versatile collections that inspire confidence and self-expression. Our focus is not just on fashion but on crafting a brand experience that resonates with our audience at every touchpoint. As a rapidly growing brand in the fashion industry, we're committed to sustainability, ethical practices, and redefining standards in premium western wear.

Job Overview:

The Senior 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. This role requires a strong leader who can develop and implement customer service strategies aligned with the company's goals, ensuring timely and effective resolution of customer inquiries, complaints, and grievances through all communication channels.

Key Responsibilities:

• Develop and implement customer service strategies aligned with the company's goals, establishing and monitoring KPIs to measure and improve team performance.
• 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.
• Recruit, train, and mentor a high-performing customer service team, conducting regular performance reviews and providing constructive feedback to drive growth.
• Optimize customer care processes and tools to ensure efficiency and scalability, overseeing escalation protocols and ensuring critical issues are resolved promptly.
• Analyze customer feedback and service data to identify trends and opportunities for improvement, providing regular reports to senior management on customer service metrics and insights.
• Collaborate with cross-functional teams (Sales, Marketing, Logistics, and Production) to align customer service strategies with business objectives, coordinating 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, with a 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.

What We Offer:

• Opportunity to be part of a growing brand in the fashion industry, located in Mumbai, Maharashtra. Competitive salary of ₹1,200,000 - ₹1,500,000 per annum, depending on experience, plus benefits package. Collaborative work environment focused on innovation and excellence, career growth opportunities in a dynamic and creative industry. Enjoy working for a brand that prioritizes sustainability, ethical practices, and customer satisfaction. The estimated annual salary range is based on industry standards for a similar position in Mumbai, taking into account factors such as cost of living, industry norms, and job requirements.

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