Customer Relations Manager

Job Description:

Company Name: Purple United Sales Pvt Ltd

Location: Tower 2, Ground Floor, Candor Tech Space, Plot No. 20 & 21, Sector-135, Noida, Uttar Pradesh – 201304

Position: Customer Care Manager

Email Id: hire@purpleunited.com

Job Summary:

The Customer Care Manager will oversee all customer experience functions for the D2C apparel brand, ensuring smooth, responsive, and high-quality support across digital channels — email, chat, phone, social media, and marketplaces. This role involves managing the customer service team, optimizing support systems, and using customer insights to enhance retention, brand loyalty, and lifetime value. Key

Responsibilities:

1. Customer Support Operations • Lead and manage the customer care team handling pre-sales, post-sales, returns, exchanges, and general inquiries. • Monitor and ensure SLAs (response and resolution times) are met across all channels. • Manage customer escalations with empathy, ownership, and professionalism. 2. E-Commerce & Order Management • Ensure accurate and timely updates to customers on order and return status. • Work with the fulfillment team to reduce errors and improve turnaround times.

3. Social Media & Digital Engagement • Oversee customer interactions and reputation management on social media platforms (Instagram, Facebook, WhatsApp, etc.). • Track and respond to reviews, feedback, and DMs promptly.

4. Process Improvement & Automation • Analyze recurring issues and recommend process improvements or system enhancements. • Maintain updated FAQs and support documentation.

5. Customer Experience & Retention • Collect, track, and analyze customer feedback to identify trends and improvement areas. • Collaborate with product and marketing teams to address service-related insights. • Support loyalty programs, customer engagement campaigns, and reactivation initiatives.

6. Team Leadership & Development • Hire, train, and coach customer service executives to deliver exceptional service.

Qualifications & Skills:

• Bachelor’s degree in Business Administration, Retail Management, or a related field. • 5–8 years of experience in customer service or operations, preferably in D2C e-commerce / fashion / apparel.

• Experience managing omnichannel support teams. • Strong analytical, leadership, and communication skills.

• Knowledge of order management and logistics coordination.

• Empathetic, detail-oriented, and customer-obsessed mindset.

Key Performance Indicators (KPIs):

• Customer Satisfaction (CSAT) • First Response Time (FRT) & First Contact Resolution (FCR)

• Average Resolution Time (ART)

• Refund/Return Turnaround Time

• Repeat Purchase & Retention Rates

• Social Media Response Rate and Sentiment