I would position this as one integrated startup role rather than trying to fit it into a traditional Customer Success profile. Below is a polished, concise, and recruitment-friendly JD suitable for LinkedIn, Naukri, Indeed, and other job portals.
Customer Success & D2C Operations Manager
Location: Lower Parel, Mumbai – 400013
Employment Type: Full-Time (Work from Office)
Experience: 2–5 Years
Compensation: ₹6.5 – ₹8.5 LPA (Based on Experience & Performance)
About the Opportunity
We are looking for a proactive and ownership-driven Customer Success & D2C Operations Manager to manage the complete customer journey—from order placement to post-delivery support—while ensuring seamless coordination across customer service, operations, logistics, finance, and technology.
Role Overview
As the Customer Success & D2C Operations Manager, you will be responsible for managing customer relationships, overseeing order fulfilment, coordinating with internal and external stakeholders, and driving continuous improvements across the customer lifecycle.
You will work closely with operations, warehouse, logistics, finance, technology, and marketing teams to ensure smooth business operations while maintaining high customer satisfaction.
Key ResponsibilitiesCustomer Success & Relationship Management
- Serve as the primary point of contact for customer interactions across calls, emails, WhatsApp, chat, and social media.
- Resolve customer concerns related to orders, deliveries, returns, refunds, payments, and product-related queries.
- Deliver a superior customer experience while maintaining high Customer Satisfaction (CSAT) and Net Promoter Score (NPS).
- Build long-term customer relationships through proactive communication and timely issue resolution.
Order & D2C Operations
- Manage the complete order lifecycle, including order processing, shipment tracking, delivery coordination, returns, reverse logistics, and refunds.
- Coordinate with warehouse teams, logistics partners, and internal stakeholders to ensure timely order fulfilment.
- Monitor operational turnaround times (TAT) and resolve service bottlenecks proactively.
Website & Customer Journey Coordination
- Monitor the D2C website to ensure a smooth customer experience.
- Identify and escalate website issues related to navigation, checkout, payment failures, or customer journey.
- Coordinate with technology, design, and marketing teams to improve user experience, product listings, pricing accuracy, and promotional campaigns based on customer feedback.
Payment, Refund & Financial Coordination
- Coordinate payment gateway issues, refund processing, invoicing, and transaction reconciliation.
- Work closely with the finance team to resolve payment discrepancies and ensure accurate financial records.
- Ensure timely processing of customer refunds and billing-related requests.
CRM, Reporting & Process Improvement
- Maintain accurate customer records and interactions within the CRM system.
- Prepare daily, weekly, and monthly MIS reports covering customer service, order fulfilment, returns, refunds, operational performance, and customer feedback.
- Analyse customer trends and operational data to identify improvement opportunities.
- Develop and implement SOPs to improve efficiency, reduce turnaround time, and enhance the customer experience.
Required Skills & Qualifications
- Bachelor's degree in Business, Commerce, Management, or a related field.
- 2–5 years of experience in Customer Success, Customer Experience, CRM, D2C Operations, or E-commerce Operations.
- Excellent verbal and written communication skills.
- Strong customer relationship management and stakeholder coordination abilities.
- High ownership, accountability, and problem-solving skills.
- Strong analytical mindset with excellent attention to detail.
- Ability to work independently in a dynamic startup environment.
Technical Skills
- Advanced proficiency in Microsoft Excel and Google Sheets.
- Experience with Shopify, WooCommerce, or similar D2C platforms.
- Hands-on experience with CRM systems.
- Working knowledge of payment gateways, logistics operations, and order management.
- Basic understanding of reconciliation and e-commerce workflows.
Preferred Industry Experience
Candidates from the following industries will be preferred:
- D2C Brands
- E-commerce
- Beauty & Personal Care
- FMCG
- Retail
- Consumer Products
- Lifestyle Brands
Key Performance Indicators (KPIs)
- Customer Satisfaction (CSAT) & Net Promoter Score (NPS)
- Customer Response & Resolution Time
- Order Fulfilment & Delivery TAT
- Returns & Refund Processing TAT
- CRM Accuracy & Data Management
- Customer Retention & Repeat Purchases
- Complaint Resolution Rate
- Operational Efficiency Improvements
- MIS Accuracy & Timely Reporting
What We're Looking For
We're looking for someone who:
- Takes complete ownership of customer experience and operational excellence.
- Is proactive, organised, and solution-oriented.
- Builds strong cross-functional relationships.
- Continuously looks for opportunities to improve systems and processes.
- Delivers exceptional service while balancing customer satisfaction with business objectives.
Preferred Candidate Background
Candidates with experience in the following companies or similar organizations will be preferred:
- D2C Brands
- Shopify-based Businesses
- Nykaa
- Purplle
- Mamaearth
- The Derma Co.
- Minimalist
- MCaffeine
- Wow Skin Science
- Sugar Cosmetics
- Plum Goodness
- E-commerce marketplaces handling end-to-end customer operations
Customer Success & D2C Operations Manager | Shopify | CRM | E-commerce | Customer Experience | Mumbai
Pay: ₹500,000.00 - ₹800,000.00 per year
Benefits:
Work Location: In person
