Role Overview We are looking for a highly driven and ownership-oriented Customer Relationship & Customer Success Manager to lead end-to-end customer experience and CRM operations for our D2C business. This role goes beyond handling customer queries — it requires complete ownership of the customer journey, from website experience to post-delivery satisfaction. The candidate will act as the bridge between customers and internal teams, ensuring seamless execution across operations, technology, logistics, finance, and marketing. The ideal candidate is proactive, detail-oriented, solution-driven, and capable of independently managing and improving all aspects of customer experience.

Key Responsibilities
1. Customer Experience & Relationship Management
· Act as the single point of contact for all customer interactions across channels (calls, emails, WhatsApp, chat, social media)
· Ensure quick, empathetic, and effective resolution of all customer queries and complaints
· Handle:
· Order issues
· Delivery delays
· Damaged/missing products
· Returns & refunds
· Payment failures
· Maintain a customer-first approach while balancing business objectives
· Build systems to reduce repeat complaints and improve customer satisfaction (CSAT/NPS) 2. End-to-End Order Lifecycle Ownership Take full ownership of:
· Order processing
· Shipment tracking
· Delivery coordination
· Returns & reverse logistics
· Refund processing timelines
· Coordinate closely with:
· Logistics partners
· Warehouse team
· Payment gateway providers
· Ensure TAT adherence for all operations (dispatch, delivery, refunds) 3. Website (D2C) Ownership – UI/UX & Experience
· Ensure the website delivers a smooth, error-free, and high-converting experience Identify and fix:
· UI/UX gaps
· Broken journeys
· Checkout issues
· Payment failures




· Work with tech/design teams to continuously improve customer journey & conversion rates
· Monitor customer feedback and translate it into actionable improvements 4. Pricing, Offers & Promotions Execute and monitor:
· Pricing updates
· Discount structures
· Coupons & offers
· Ensure pricing accuracy and consistency across the website
· Track performance of offers and suggest data-backed improvements
· Coordinate with marketing for campaign execution (sales, launches, festive offers) 5. New Product Launch Coordination
· Ensure smooth execution of new launches on D2C Coordinate for:
· Product listings
· Pricing setup
· Inventory readiness
· Offer alignment
· Validate that the customer journey for recent products is flawless 6. Payment Gateway & Transaction Management Monitor and resolve:
· Payment failures
· Gateway errors
· Refund mismatches
· Coordinate with payment partners for issue resolution
· Ensure accurate reconciliation of all transactions 7. Returns, Refunds & Reconciliation
· Own the entire returns & refunds process Ensure:
· Timely refunds
· Proper validation of returns
· Accurate accounting entries Work with accounts team for:
· Payment reconciliation
· Refund tracking
· Invoice matching
· Identify leakages, fraud risks, and process gaps 8. Invoicing & Financial Coordination
· Ensure all orders have accurate invoices generated




· Handle customer queries related to billing and invoices Coordinate with finance team for:
· Reconciliation
· Discrepancy resolution 9. Reporting & MIS (Critical Requirement)
· Prepare and share structured, timely reports for management, including:
· Daily / Weekly / Monthly CRM reports
· Customer complaint analysis
· Returns & refund trends
· Order fulfilment metrics
· Payment/reconciliation reports
· Ability to quickly generate ad-hoc reports as per management requirements
· Highlight key issues, risks, and actionable insights (not just data) 10. Process Improvement & Ownership
· Identify inefficiencies and implement process improvements Build SOPs for:
· Customer handling
· Returns & refunds
· Issue escalation
· Reduce dependency on manual follow-ups through structured systems
· Take complete ownership and accountability for CRM performance Key Skills & Competencies
• Strong ownership mindset and accountability
• Excellent problem-solving and decision-making ability
• High attention to detail
• Strong communication skills (written & verbal)
• Ability to manage multiple tasks in a fast-paced environment
• Analytical mindset with data-driven thinking
• Proactive attitude — not dependent on follow-ups Technical Skills
• Proficiency in Excel / Google Sheets (mandatory)
• Familiarity with:
• D2C platforms (Shopify, WooCommerce, etc.)
• Payment gateways
• CRM tools
• Basic understanding of:
• E-commerce operations
• Logistics workflows
• Reconciliation processes Preferred Experience
• 2–5 years in:
• CRM / Customer Success
• D2C / E-commerce operations
• Experience in handling end-to-end customer lifecycle
• Prior exposure to cosmetics / FMCG / D2C brands is a plus

📌 CRM cumC Executive (Mumbai)
🏢 Insight Cosmetics
📍 Mumbai