Customer Relations Manager

19 hours ago

Noida, Uttar Pradesh, India Purple United Sales Limited Full time ₹ 12,00,000 - ₹ 24,00,000 per year

Company Name: Purple United Sales Pvt Ltd

Location: Tower 2, Ground Floor, Candor Tech Space, Plot No. 20 & 21, Sector-135, Noida, Uttar Pradesh – 201304

Position: Customer Care Manager

Department: Customer Experience

Salary: Best in Industry Email Id:

Job Summary:

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

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