Salary Bracket: 32k CTC max

Job Description
(JD): Relationship Manager Department: Customer Experience / Operations

Location:
Delhi NCR Employment Type: Full-Time About Sneakinn Sneakinn is India's premium care and restoration brand specializing in sneakers, luxury footwear, handbags, and accessories. We are committed to delivering an exceptional customer experience through premium service, transparent communication, and industry-leading craftsmanship Position Overview We are looking for a customer-centric and proactive Relationship Manager who will serve as the primary point of contact for customers throughout their service journey. The ideal candidate will ensure seamless communication, resolve concerns promptly, manage escalations, and build long-term customer relationships that drive satisfaction and loyalty

Key Responsibilities
• Customer Relationship Management
• Act as the single point of contact for customers throughout the service lifecycle.
• Build and maintain solid customer relationships through timely and professional communication.
• Deliver a premium customer experience at every interaction.
• Order Updates & Communication
• Provide proactive updates on order status via calls, WhatsApp, emails, and other communication channels.
• Ensure customers are informed about service timelines, delays, approvals, and delivery schedules.
• Maintain accurate communication records in the CRM/order management system.
• Grievance & Escalation Management
• Handle customer complaints, concerns, and escalations with empathy and professionalism.
• Coordinate with Operations, Workshop, Logistics, and Store teams to ensure timely resolution.
• Follow up until complete customer satisfaction is achieved.




• Rework Management
• Manage all customer rework requests from initiation to closure.
• Coordinate with internal teams to ensure quality standards and turnaround times are met.
• Keep customers updated throughout the rework process.
• End-to-End Customer Handling
• Own the complete customer journey from order booking to final delivery.
• Ensure service commitments and SLAs are consistently met.
• Identify opportunities to exceed customer expectations.
• Customer Support
• Respond promptly to customer inquiries across multiple channels.
• Assist customers with pricing, service information, order tracking, pickup/delivery queries, and postservice support
• Escalate complex issues when necessary while maintaining ownership.
• Reviews & Feedback Management
• Proactively collect customer reviews after service completion.
• Encourage positive ratings on Google and other review platforms.
• Gather detailed customer feedback and share actionable insights with relevant teams.
• Track customer satisfaction metrics such as NPS, CSAT, and feedback completion rates. Required Skills
• Excellent verbal and written communication skills (English & Hindi).
• Strong customer handling and conflict resolution abilities.
• High emotional intelligence and empathy.




• Ability to multitask and manage multiple customer conversations simultaneously.
• Strong coordination and follow-up skills.
• Problem-solving mindset with attention to detail.
• Proficiency in Microsoft Excel, Google Sheets, and CRM tools.
• Experience with WhatsApp Business, customer support platforms, or ticketing systems is preferred. Preferred Qualifications
• Bachelor's degree in any discipline.
• 2–4 years of experience in Customer Success, Customer Support, Relationship Management, or Client Servicing.
• Experience in retail, luxury services, D2C brands, laundry, footwear, fashion, or e-commerce is an added advantage.
• Key Performance Indicators (KPIs)
• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• First Response Time (FRT)
• Average Resolution Time (ART)
• Escalation Resolution Rate
• Rework Closure TAT
• Customer Review Collection Rate
• Google Review Rating & Volume
• Customer Retention Rate
• SLA Adherence
• Repeat Customer Percentage
• What We're Looking For
• Customer-first mindset with exceptional interpersonal skills.
• Calm under pressure and capable of handling difficult situations.
• Strong ownership and accountability.
• Detail-oriented with excellent organizational skills.
• Passionate about delivering premium customer experiences. This role is ideal for someone who enjoys building relationships, solving customer problems, and ensuring every Sneakinn customer receives a seamless, premium service experience from order placement to delivery. Employees can reach out to us on below email:
- [email protected] | +91 92204 49034

📌 Relationship Manager- Customer Support (New Delhi)
🏢 Sneakinn
📍 New Delhi