Lead – Customer Success (Assistive Sales)
Location: Andheri, MumbaiDepartment: Customer SuccessReporting To: Chief Marketing Officer
About Aashni + Co
Aashni + Co is a leading global destination for luxury South Asian fashion, bringing together an exceptional curation of couture, occasionwear, bridalwear and designer accessories from India’s most celebrated and emerging design houses.
With flagship stores in London and Mumbai, alongside a strong and growing e-commerce presence, Aashni + Co delivers a highly personalized luxury shopping experience to discerning customers worldwide.
As we continue to strengthen our global presence and elevate the customer journey across every touchpoint, we are looking for a dynamic and experienced Customer Success Team Lead to drive customer excellence, assistive sales and long-term customer loyalty.
Role Overview
The Lead – Customer Success (Assistive Sales) will be responsible for leading and developing the Customer Success team while driving revenue through high-touch customer engagement and consultative selling.
This role combines customer relationship management, sales leadership and operational excellence, ensuring customers receive personalized styling assistance, seamless service and an exceptional end-to-end shopping experience.
The ideal candidate will possess strong leadership capabilities, commercial acumen, a deep understanding of luxury retail and a customer-first mindset focused on retention and long-term brand loyalty.
Key Responsibilities1. Customer Experience & Assistive Selling
- Provide personalized assistance to customers via WhatsApp, email, chat and phone support.
- Offer expert product recommendations, styling advice and size guidance.
- Support customers throughout their purchase journey, ensuring a frictionless shopping experience.
- Drive upselling and cross-selling opportunities through strong product understanding and customer profiling.
- Ensure exceptional customer communication standards across all interactions.
2. Team Leadership & Performance Management
- Lead, mentor and develop a team of Customer Success executives/managers.
- Build a highly motivated, customer-centric and commercially driven team.
- Conduct regular 1-on-1 reviews, team meetings and coaching sessions.
- Set clear performance goals and monitor team KPIs consistently.
- Develop training programs focused on service excellence, product knowledge and luxury customer handling.
- Lead by example in adopting company vision, service standards and organizational values.
3. Customer Success Strategy & Retention
- Develop strategies to improve customer satisfaction, retention and repeat purchases.
- Build proactive customer engagement systems to anticipate customer needs before escalation.
- Implement customer retention and loyalty initiatives.
- Improve overall customer lifetime value through relationship building and personalized outreach.
- Manage escalations and ensure resolution as per company SOPs.
4. Operational Excellence & Process Management
- Ensure smooth coordination between marketing, merchandising, operations and logistics teams.
- Monitor post-order customer experience including delivery timelines, cancellations and issue resolution.
- Proactively manage change and guide the team through evolving business processes.
- Identify operational inefficiencies and work with management to improve processes.
Performance Metrics (KPIs)
The Customer Success Team Lead will own and be accountable for the following business metrics:
Revenue & Sales Performance
- Revenue contribution from Customer Success team
- Total sales generated
- Number of transactions
- Number of units sold
- Conversion ratio
- Average Transaction Value (ATV)
- Average Cart Size
- Customer Success contribution to total e-commerce revenue
Customer Acquisition & Service Metrics
- Daily lead generation tracking
- Lead source-wise sales performance
- Team response turnaround time (TAT)
- Reduction in post-order cancellations
- Order tracking and proactive customer communication
- Resolution of cancellation requests
Customer Loyalty & Retention
- Customer retention rate
- Repeat customer ratio
- Net Promoter Score (NPS)
- Customer Satisfaction Score (CSAT)
- Loyalty program participation
- Customer reviews and ratings
- Customer Lifetime Value (LTV) growth
- Upsell and cross-sell campaign effectiveness
Experience
- Minimum 7 years of experience in Customer Success, Sales or Customer Relationship Management with the last 2 years in a Lead role.
- Prior experience managing teams within fashion, beauty, luxury retail or e-commerce industries preferred.
- Strong understanding of high-value customer service environments and consultative selling.
Education
- Bachelor’s degree in Business, Fashion Management, Marketing or related field.
Core Skills
- Strong leadership and people management capabilities
- Excellent spoken and written English communication
- Exceptional problem-solving and conflict resolution skills
- Strong sales orientation with customer-centric thinking
- Ability to coach and develop high-performing teams
- Proficiency with CRM tools and e-commerce platforms
- Deep product understanding and passion for luxury fashion
- Ability to manage premium clientele with confidence and empathy
Job Types: Full-time, Permanent
Pay: ₹40,000.00 - ₹70,000.00 per month
Benefits:
- Health insurance
- Provident Fund
Experience:
- total work: 8 years (Required)
Work Location: In person
