Head of Customer Success

Company Description

Aromatan Brands Private Limited is dedicated to bringing unique olfactory experiences to people worldwide through its fragrance brands. Combining traditional perfumery craftsmanship with innovative approaches to product development and marketing, Aromatan focuses on creating sustainable and eco-conscious fragrances. Aromatan comprises brands like Aromafume, which specializes in culturally rich global aromatherapy blends, and Dukhni, which focuses on artisanal Arabic perfumery. With a strong emphasis on forging deep connections with a diverse, global community of users, Aromatan aims to shape the future of fragrance on a global scale.

Role Description

This is a full-time on-site role for the Head of Customer Success, located in Mumbai. The Head of Customer Success will oversee customer satisfaction and retention, manage customer accounts, and develop strategies to enhance the overall customer experience. Duties include analyzing customer data to identify trends and improve services, leading communication efforts with clients to ensure their needs are met, and collaborating with other departments to align customer success goals with the company&aposs objectives.

consumer-obsessed

Customer Success & Service Execution

• Manage day-to-day support (email, chat, phone, social DMs) using tools like Gorgias, Freshdesk, Zendesk, etc.
• Ensure timely, thoughtful responses with

  brand-aligned tone and empathy

  .
• Resolve escalations and turn complaints into positive experiences.

Consumer Journey & Experience Design

• Map out the full

  ecommerce customer lifecycle

  from awareness to repeat purchase.
• Identify friction points, proactively improve

  post-purchase experience

  (tracking, returns, support, reviews).
• Collaborate with marketing, operations, and tech teams to improve UX and customer happiness scores.
• Setup ticketing or case management system

Process Optimization & SOP Building

• Design

  clear, scalable processes

  for support workflows, feedback loops, returns, warranty, etc.
• Work with developers to ensure automations (status updates, NPS, etc.) are clean and seamless.
• Build dashboards to track key KPIs: CSAT, first response time, resolution time, return rate, repeat customer rate, etc.

Team Leadership (Over Time)

• Hire and train a

  lean, cross-timezone team

  of agents for different geographies.
• Establish shift coverage, training modules, and continuous improvement systems.

Voice of Customer (VOC) Champion

• Regularly summarize and report

  insights from support tickets

  to inform product, content, and operations.
• Coordinate with marketing and product teams to

  close the loop on feedback

  .

12-Month Vision:

• Build the foundation of Aromatans customer experience strategy.
• Set and exceed customer support SLAs.
• Hire and train junior team members across geographies.
• Reduce refund/return rate and increase repurchase by 1015%.
• Implement VOC reporting system that impacts product/content/ops.

Qualifications

• Customer Satisfaction and Customer Retention skills
• Strong Analytical Skills
• Excellent Communication skills
• Account Management experience
• Exceptional leadership and team management abilities
• Ability to work on-site in Mumbai
• Experience in the fragrance or related industry is a plus
• Bachelor&aposs degree in Business, Marketing, or a related field