Position: Customer Relationship Manager (Customer Success & Ops)
Location: Navi Mumbai (Turbhe)
Department: Customer Success & Operations
Employment Type: Full-time

About Nap Chief
NapChief is a fast-growing D2C kidswear brand. We sell through our own website (napchief.com) and all major marketplaces including Myntra, FirstCry, and Amazon. At Nap Chief, we're redefining kids' wear for a recent generation of parents. We craft premium, super-soft clothing that kids love to wear and parents trust.Our mission is to empower the young generation and we are looking for you to join forces with us to conquer this mission.

Key responsibilities
- Customer Success Ownership: Lead the end-to-end customer journey from pre-purchase queries to post-delivery satisfaction and retention.
- Team Leadership: Manage, mentor, and coach the customer support team to deliver empathetic, timely, and high-quality resolutions.
- Query & Escalation Management: Build and manage structured systems for ticket routing, resolution timelines, and escalation tracking.
- RTO Optimization:



Own and drive strategies to reduce RTO by analyzing root causes and improving customer intent, delivery success, and COD handling.
- CRM Management: Maintain accurate, up-to-date customer records and workflows using CRM and ticketing tools.
- Customer Communication Excellence: Ensure consistent brand tone, empathy, and clarity across all customer communications.
- Cross-Functional Collaboration: Work closely with Growth, Ops, and Brand teams to improve customer journey touchpoints and expectations.
- Feedback & Insights Loop: Analyze customer complaints, returns, and feedback to drive product, process, and communication improvements.
- High-Value Customer Management: Proactively engage with repeat and high-value customers to strengthen trust and loyalty.
- Data & Reporting: Track and own NPS, CSAT, repeat rate, RTO, and resolution metrics through regular dashboards and reviews.
- Process & SOP Building: Create and optim

📌 Customer Relationship Manager (Mumbai)
🏢 Nap Chief
📍 Mumbai