Note: Hiring for one of our clients in D2C Fashion Retails space.

Title: Customer Relationship Manager

Experience: 4-8 Years

Location: Gurugram

Role Overview The Customer Support Manager / Team Leader will own end-to-end customer support operations, managing a team handling inbound calls and emails, monitoring and responding to reviews/ratings across platforms (ORM), and coordinating with logistics/operations teams to resolve delivery-related issues. This role is critical to customer satisfaction, retention, and brand reputation.

Key Responsibilities

Team Leadership & Operations

- Lead, coach, and manage a team of customer support executives handling calls and emails
- Plan shift schedules and staffing to ensure adequate coverage across support channels
- Set individual and team performance goals (AHT, resolution time, CSAT, FCR)
- Conduct regular quality audits, call/email reviews, and coaching sessions to improve service quality
- Handle escalations and complex customer issues that require managerial intervention

Inbound Calls & Email Support

- Oversee day-to-day management of inbound call and email queues to ensure timely, quality responses
- Define and monitor SLAs for response time, resolution time, and customer satisfaction
- Ensure consistent, on-brand tone and messaging across all customer communications
- Identify recurring customer issues and work with cross-functional teams to resolve root causes

Online Reputation Management (ORM)

- Monitor and respond to customer reviews and ratings across platforms (Google, social media, marketplaces, app stores)
- Develop response protocols for negative reviews/feedback to protect and improve brand reputation
- Track ORM metrics (review ratings, sentiment, response time) and report trends to leadership




- Collaborate with Marketing/Brand teams on proactive reputation-building initiatives

Customer Delivery & Order Experience

- Coordinate with logistics, warehouse, and operations teams to resolve delivery delays, damages, or order issues
- Track delivery-related complaints and drive process improvements to reduce recurring issues
- Ensure timely communication with customers on order status, delays, and resolutions
- Partner with courier/logistics partners to improve delivery SLAs and customer experience

Reporting & Continuous Improvement

- Track and report key support metrics — CSAT, NPS, resolution rates, ORM sentiment, delivery complaint trends
- Identify process gaps and implement improvements to support workflows, tools, and scripts
- Prepare regular performance dashboards and insights for leadership review

Cross-Functional Collaboration

- Work closely with Operations, Logistics, Marketing, and Product teams to resolve customer issues at the source
- Partner with Training teams to onboard and upskill new support hires
- Provide customer feedback insights to Product/Merchandising teams to improve offerings

Requirements

Experience

- 4-8 years of experience in customer support/service, with at least 1-2 years in a team lead or managerial role
- Experience managing multi-channel support (calls, email, chat) in a retail/e-commerce environment preferred
- Experience with ORM or brand reputation management is a solid plus

Skills

- Strong people management and coaching skills
- Excellent written and verbal communication skills
- Calm, empathetic, and solutions-oriented approach to escalations and difficult conversations
- Familiarity with helpdesk/CRM tools (Zendesk, Freshdesk, Salesforce Service Cloud, or similar)
- Data-driven mindset with the ability to track and act on support metrics

📌 Customer Relationship Management Manager (Gurugram)
🏢 Recrivio
📍 Gurugram