Customer Relationship Manager (Customer Success & Ops) Location: Navi Mumbai (Turbhe)

Department: Customer Success & Operations

Employment Type: Full-time

NapChief is a rapid-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 new generation of parents. We craft premium, super-soft clothing that kids love to wear and parents trust.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: 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: Process & SOP Building: Create and optimize SOPs, templates, and workflows to improve efficiency and resolution quality.

Build accountability within the team for resolution quality, customer satisfaction, and brand representation.

Team Reviews & Coaching: Conduct regular team reviews to ensure alignment, skill development, and continuous improvement.

A graduate or postgraduate in Business, Marketing, Operations, or a related

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