We are hiring a CRM Lead for a growing D2C mattress and sleep-solutions brand selling mattresses, toppers, pillows, bedsheets and comforters across Amazon, Flipkart and its own channels. You will own customer experience end to end and lead a high-performing customer care team. Role Purpose Own the complete customer care function: every query, complaint, return, review and escalation, resolved on time and done right.

Key Responsibilities
Customer Experience & Resolution
• Own end-to-end resolution of customer queries and complaints within defined TAT
• Manage complete call management: inbound, outbound, call flow and callbacks
• Handle social media escalations and critical complaints with speed and ownership Ratings & Reviews
• Own product ratings and reviews across Amazon, Flipkart and other channels
• Monitor, respond to and resolve negative reviews; drive rating improvement Returns, Exchange & Retention
• Take end-to-end ownership of returns and exchanges
• Drive customer retention through effective save conversations and solution offers
• Capture return reasons accurately and share Voice of Customer (VOC)



insights with product and operations teams Quality & Training
• Monitor and audit call quality; give structured feedback
• Train new and existing callers on product knowledge, process and soft skills Team Leadership & Discipline
• Run daily cadence: huddles, backlog review, SLA tracking and reporting
• Maintain work discipline, attendance and productivity across the team
• Balance workload among team members; motivate and coach them to achieve KPIs What We're Looking For
• 2-4 years of experience in customer care / CRM, with team-handling exposure
• Preference for candidates from mattress, furniture, home decor or D2C consumer durable brands
• Hands-on experience with marketplace customer handling (Amazon / Flipkart)
• Solid command of KPIs: CSAT, FCR, TAT, call quality, retention
• Working knowledge of CRM/ticketing tools and Excel / Google Sheets
• Excellent communication in English and Hindi
• Ownership mindset, calm under pressure, people-first leader

Location:
Gurugram (Work from Office)

📌 Customer Relationship Management Lead (Gurugram)
🏢 GrowthJockey
📍 Gurugram