Customer Love Executive

About Us:

Simply Nam is a celebrity makeup artist–led Indian beauty brand founded by Namrata Soni, built on the values of Expertise, Accessible High Performance, and Designed for India.

We create thoughtful, high-performance products that celebrate Indian skin tones, undertones, and climate — with authenticity, education, and care at the core.

Why join us:

Work directly with Namrata Soni and the founding team shaping India’s next-generation beauty brand.

Build a category-defining “Customer Love” function from the ground up.

Join a young, high-energy, purpose-driven brand redefining beauty for Indian consumers.

Role Overview:

We’re looking for a Customer Love Lead to own and elevate the customer experience at Simply Nam — across service, satisfaction, and relationship-building.

You’ll be the brand’s voice at every touchpoint: solving problems, turning queries into conversions, and building genuine brand love.

What you'll do:

• Lead customer communication across email, chat, WhatsApp, marketplaces, and D2C channels.
• Resolve issues with empathy and speed; maintain CSAT >90% and NPS >70.
• Identify recurring issues, run root-cause analyses, and drive quick cross-functional fixes.
• Engage directly with customers to upsell and cross-sell based on their needs, preferences, and purchase history — turning service conversations into meaningful brand and product recommendations.
• Use insights from customer conversations to design logical workflows and automation within CRM tools that improve response time, personalization, and overall customer experience.
• Build proactive touchpoints — welcome journeys, “how-to” guides, post-purchase education, and surprise-and-delight moments.
• Track and report key metrics: response time, resolution rate, repeat purchase rate, and sentiment trends.

Who you are:

• Have 2–5 years of experience in Customer Experience, CRM, or Community Management within D2C or consumer brands (Beauty, Fashion, or Lifestyle preferred). Background in sales will he a plus. 
• A deeply empathetic communicator — you genuinely enjoy helping people and solving problems.
• Highly organized and analytical — you notice patterns, identify root causes, and drive structural fixes.
• Collaborative by nature — comfortable working with Ops, Tech, Product, and Marketing teams to close the loop.
• Fluent in English (Hindi and regional languages are a plus).
• A believer in Simply Nam’s mission of expert-led, accessible beauty designed for Indian consumers.

If you believe great service builds great brands — we’d love to hear from you!