Customer Care Manager

• *Job Description – Customer Care Manager (E\-commerce)**
• *Meena Bazaar \| Full\-time \| Delhi**

• *About the Role**

We are looking for a mature, process\-driven **Customer Care Manager** to take complete ownership of Meena Bazaar’s e\-commerce customer care function.

You will lead a small team handling high\-volume customer queries across WhatsApp, Email, Instagram, and other channels. Your primary mandate is to build a strong, disciplined, and efficient customer care management system that delivers faster responses, higher customer satisfaction, and improved retention — while eliminating backlog and process gaps.

This is not a pure supervisory role. We need someone who can design systems, enforce accountability, coach the team, and personally drive day\-to\-day excellence.

• *Key Responsibilities**

• *1\. Team Leadership \& Discipline**

• Manage and mentor Customer Care Executives
• Enforce punctuality, attendance, productivity, and professional conduct
• Conduct daily stand\-ups, performance reviews, and real\-time coaching
• Create and implement a clear performance evaluation framework (daily, weekly, monthly)

• *2\. Customer Experience Ownership**

• Own end\-to\-end resolution of pre\-sale, in\-sale, and post\-sale queries (order status, returns, refunds, complaints, escalations, sizing, delivery issues, etc.).
• Ensure timely first response and final resolution as per defined SLAs.
• Drive First Contact Resolution (FCR) and reduce repeat contacts.
• Maintain high standards of written communication, patience, and brand tone in every interaction.

• *3\. Process Building \& Efficiency**

• Design, document, and continuously improve customer care processes and SOPs.
• Build and maintain robust tracking systems (ticket/chat status, priority, TAT, escalation matrix).
• Identify root causes of delays, backlog, and customer dissatisfaction and close them permanently.
• Coordinate closely with logistics, warehouse, returns, and other internal teams for faster closures.

• *4\. Metrics, Reporting \& Continuous Improvement**

• Own and improve key metrics: Response Time, Resolution TAT, CSAT, FCR, Backlog, Quality Score, and Customer Retention indicators.
• Prepare daily/weekly dashboards and present actionable insights to management.
• Conduct regular quality audits and use findings for training and process correction.
• Implement structured performance evaluation and feedback mechanisms for the team.

• *5\. Customer Retention \& Brand Trust**

• Handle critical and escalated cases with maturity and ownership.
• Convert complaint situations into retention opportunities.
• Ensure the customer care function becomes a strength of the brand rather than a pain point.

• *Requirements**

• 4–8 years of experience in customer care / customer experience, with at least 2 years in a managerial or team\-lead role (preferably e\-commerce, D2C, fashion, or retail).
• Proven experience of managing a team and improving team discipline, productivity, and quality.
• Hands\-on experience with non\-voice / chat / omnichannel support (WhatsApp, Email, Social DMs).
• Strong ability to build processes, tracking systems, and performance frameworks from the ground up.
• Excellent written English and professional communication skills.
• Data\-driven mindset with comfort in Excel / Google Sheets and basic CRM tools.
• Mature, calm, and solution\-oriented personality with high ownership.
• Ability to work in a fast\-paced environment and handle pressure without losing composure.

Job Types: Full\-time, Permanent

Pay: ₹30,000\.00 \- ₹50,000\.00 per month

Benefits

• Health insurance
• Leave encashment
• Provident Fund

Application Question(s)

• Can you describe your experience developing and executing a comprehensive multi\-channel marketing strategy for a retail or fashion brand?
• How do you ensure your marketing strategies are aligned with overall business objectives and deliver measurable growth?
• Share an example of how you translated market or customer insights into a successful marketing campaign.
• Please discuss a time when you led a campaign that significantly increased store footfall or e\-commerce conversions. What were the key strategies and results?

Work Location: In person