Customer Relationship Management Manager

💼 Customer Relationship Manager | Rapsap Superstores

📍 Location: Thane / Mumbai

🏪 Type: Full-Time | On-Site (Hybrid possible)

🕓 Experience: 5+ years in customer service / CRM / retail operations

About Rapsap

Rapsap is India’s first hybrid superstore chain redefining everyday essential retail — combining the premium in-store experience of a supermarket with the speed and convenience of online quick commerce.

We’re expanding rapidly with stores across Mumbai and Thane, and are now looking for a dynamic leader to head our Customer Relationship Management function across both physical and digital channels.

Role Overview

The Customer Relationship Manager (Head) will be responsible for building, leading, and optimizing our entire CRM vertical — ensuring every customer interaction with Rapsap, whether online or offline, reflects our brand values of Trust, Hygiene, and Experience.

This role demands a hands-on leader who can strategize and execute with equal ease — from setting up feedback systems and loyalty programs to resolving escalations and driving retention.

Key Responsibilities

●     Lead the customer experience strategy across stores, app, and social channels.

●     Build and manage a CRM team that ensures prompt, high-quality customer support.

●     Develop customer communication flows (WhatsApp, email, calls, app notifications).

●     Collaborate with tech and marketing to enhance customer journeys and feedback loops.

●     Oversee Loyalty Program (Rapsap Loyal) implementation and customer engagement analytics.

●     Track and report key metrics — retention, NPS, satisfaction, and repeat order value.

●     Handle escalations gracefully and ensure customer-first resolutions.

●     Create SOPs for in-store and digital customer service experiences.

Ideal Candidate

●     5–8 years of experience in customer experience / CRM / operations, preferably in retail, FMCG, or quick commerce.

●     Exceptional communication, empathy, and problem-solving skills.

●     Hands-on with CRM tools, WhatsApp Business Suite, or ticketing platforms.

●     Analytical mindset with experience in customer data and insights.

●     Leadership experience in managing teams and improving systems.

●     Strong sense of ownership, consistency, and people-first approach.

Why Join Rapsap?

●     Be part of a fast-scaling retail revolution redefining India’s essential shopping.

●     Directly shape how millions of customers experience Rapsap every day.

●     Work closely with the founding team on building India’s most trusted hybrid retail brand.

Let’s build something India says “Hoy!” to every day. 💛