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 metricsLoyalty Program Development:Design, implement, and manage a customer loyalty program to drive retention and repeat purchasesAnalyze program performance and optimize for engagement and ROIUpselling, Cross-Selling, & Reselling:Develop and execute strategies to upsell and cross-sell products during customer interactionsCollaborate with the sales and marketing teams to identify opportunities for promotions and personalized recommendationsBuild targeted campaigns to encourage reselling and drive repeat purchases from existing customersCustomer Insights & Feedback:Gather and analyze customer feedback to identify trends and areas for improvementWork closely with product development and marketing teams to address customer needs and preferencesReporting & Strategy:Prepare regular reports on customer service performance, complaints, and loyalty program metricsDevelop and implement strategies to enhance customer retention and lifetime valueProcess Improvement:Continuously refine customer service processes to improve efficiency and effectivenessEnsure adherence to brand standards and company policies in all customer interactionsRequirementsBachelors degree in Business Administration, Marketing, or a related field5+ years of experience in customer service, with at least 2 years in a managerial rolePrior experience in the beauty, retail, or e-commerce industry is highly preferredExcellent communication skills in English and Hindi (additional regional languages are a plus)Proven expertise in creating and managing loyalty programsStrong sales acumen, with experience in upselling, cross-selling, and reselling techniquesProficiency in CRM tools, data analysis, and MS OfficeCustomer-centric mindset with excellent problem-solving skills