About the Role

We are looking for an experienced Senior Customer Success Manager to handle high-value customer inquiries from digital channels such as WhatsApp, social media, website, email, and phone. The ideal candidate will build strong customer relationships, nurture leads, improve conversion rates, and support the sales team in closing opportunities.

Key Responsibilities
Manage and engage with high-value customer leads through calls, WhatsApp, email, video calls, and social media.
Understand customer requirements and provide personalized assistance.
Qualify leads and coordinate with the sales team for smooth handover and closure.
Monitor and improve the customer journey to increase lead conversion rates.
Maintain accurate customer records, lead status, and follow-up activities in the CRM.
Collaborate with marketing and sales teams to improve lead quality and customer experience.
Guide and support team members on customer handling and lead nurturing best practices.




Track lead pipeline performance and recommend improvements.

Requirements
5+ years of experience in Customer Success, Customer Relationship Management, Inside Sales, Lead Nurturing, or Customer Experience.
Solid communication and relationship-building skills.
Experience handling customer interactions through phone, WhatsApp, email, and digital platforms.
Valuable understanding of CRM tools, lead management, and sales processes.
Ability to analyze customer needs and convert inquiries into qualified opportunities.
Experience in retail, luxury retail, jewellery, hospitality, or premium customer service is preferred.

What We Offer
Competitive salary package.
Growth and leadership opportunities.
Agile and customer-focused work environment.
Prospect to work with a premium retail brand.

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