Job Description

We are looking for a proactive and experienced Customer Care Manager to lead our customer support operations at Simply Nam. In this role, you will be responsible for ensuring exceptional customer service, driving loyalty initiatives, and increasing customer lifetime value through upselling, cross-selling, and reselling strategies. If you have a passion for beauty and a flair for customer engagement, we want you on our team! Key Responsibilities: Customer Interaction Management: Ensure timely and effective resolution of customer queries and complaints across all channels (phone, email, chat, and social media) Monitor and improve customer satisfaction scores (CSAT) and other service metrics Loyalty Program Development: Design, implement, and manage a customer loyalty program to drive retention and repeat purchases Analyze program performance and optimize for engagement and ROI Upselling, Cross-Selling, & Reselling: Develop and execute strategies to upsell and cross-sell products during customer interactions Collaborate with the sales and marketing teams to identify opportunities for promotions and personalized recommendations Build targeted campaigns to encourage reselling and drive repeat purchases from existing customers Customer Insights & Feedback: Gather and analyze customer feedback to identify trends and areas for improvement Work closely with product development and marketing teams to address customer needs and preferences Reporting & Strategy: Prepare regular reports on customer service performance, complaints, and loyalty program metrics Develop and implement strategies to enhance customer retention and lifetime value Process Improvement: Continuously refine customer service processes to improve efficiency and effectiveness Ensure adherence to brand standards and company policies in all customer interactions Requirements Bachelors degree in Business Administration, Marketing, or a related field 5+ years of experience in customer service, with at least 2 years in a managerial role Prior experience in the beauty, retail, or e-commerce industry is highly preferred Excellent communication skills in English and Hindi (additional regional languages are a plus) Proven expertise in creating and managing loyalty programs Strong sales acumen, with experience in upselling, cross-selling, and reselling techniques Proficiency in CRM tools, data analysis, and MS Office Customer-centric mindset with excellent problem-solving skills