Customer Relationship Management Lead

5 hours ago

Navi Mumbai, Maharashtra, India Nap Chief Full time ₹ 12,00,000 - ₹ 36,00,000 per year

We're hiring


Position: Customer Relationship Management Lead


Location: Turbhe, Navi Mumbai – On-site

Experience: 5 to 6 Years

About Nap Chief

Nap Chief is a fast-growing D2C kids wear brand creating fun, comfortable, and stylish clothing for little ones. We believe in making every child's day brighter with high-quality, playful designs that parents love. Our team is small, energetic, and passionate about building a brand that makes a real difference.

What You'll Do:

  • Lead and mentor the customer success and support team to deliver a world-class post-purchase experience.

  • Build and implement structured systems for query management, resolution time, and escalation tracking.

  • Own customer satisfaction and loyalty metrics (NPS, CSAT, repeat rate).

  • Identify at-risk customers and build retention and win-back strategies.

  • Work cross-functionally with Growth, Ops, and Brand teams to improve customer journey touchpoints.

  • Train and empower team members with templates, tone of voice guidelines, and empathy-based communication.

  • Analyse complaint trends, returns, and feedback loops to reduce friction.

  • Maintain proactive communication with high-value or repeat customers.

  • Develop insights from customer conversations to guide product and marketing decisions.

  • Present monthly dashboards to leadership with learnings, patterns, and action plans.

  • Build an ownership culture — where each executive is accountable for experience and resolution quality.

  • Conduct weekly team reviews to ensure alignment, coaching, and continuous improvement.

What We're Looking For:

  • Customer success strategy & team management
  • Empathy, patience, and diplomacy
  • NPS and retention analytics
  • CRM tools (e.g., Gorgias, Freshdesk, or similar)
  • Strong communication and storytelling with customers
  • Problem-solving and crisis management
  • SOP creation and workflow optimization
  • Collaboration with brand & growth teams
  • Data-driven decision making
  • Leadership through coaching and empowerment


Apply Now:
Send your CV to

or apply directly.

#Hiring #CRMManager #CustomerSuccess #D2C #NapChief #CustomerExperience #MumbaiJobs #TeamLead #Retention #CustomerSupport

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