Mumbai Maharashtra Nykaa customer support Jobs – 9 Open Jobs Today

Customer Success & D2C Operations Manager
Shelby Research LLC —Lower Parel, Mumbai, Maharashtra
- ₹5,00,000 - ₹8,00,000 a year
- Full-time
- CRM software
- Microsoft Excel
- Analysis skills
Quick apply
Content Manager
PP Consumer Private Limited —Wadala, Mumbai, Maharashtra
- ₹30,000 - ₹35,000 a month
- Full-time
- Project management
- Scripting
- In-person
Quick apply
Assistant Manager – Sales Training
Incredibleindriya Beauty Essentials Pvt. Ltd. —Marol, Mumbai, Maharashtra
- ₹25,000 - ₹60,000 a month
- Part-time
- Sales
- In-person
- Training & development
Quick apply
Executive - Category & Brand Management - Nykaa Fashion Ecommerce - Mumbai
Nykaa —Mumbai, Maharashtra
- Full-time
- Microsoft Powerpoint
- Customer service
12d
Logistics Associate & Customer Experience
Jaey Lifestyle Private Limited —Mumbai District, Maharashtra
- ₹10,000 - ₹20,000 a month
- Urgently hiring
- Microsoft Excel
- Bachelor's degree
- In-person
Quick apply
4d
Catalog Executive/E-Commerce Marketplace Executive
Lakyou Beauty —Chandivali, Mumbai, Maharashtra
- ₹9,000 - ₹30,000 a month
- Full-time
- Microsoft Excel
- In-person
- Communication skills
- Paid time off
- Paid sick time
Quick apply
E-Commerce Executive
Biacas —Mumbai, Maharashtra
- ₹9,793.17 - ₹15,178.00 a month
- Full-time
- Inventory control
- Inventory management
- ERP systems
Quick apply
E-Commerce Executive
Net Distribution Services Pvt Ltd —Mumbai, Maharashtra
- ₹20,000 - ₹25,000 a month
- Full-time
- In-person
Quick apply
Product Designer
Nykaa —Mumbai, Maharashtra
- Full-time
12d

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Customer Success & D2C Operations Manager

Shelby Research LLC
Lower Parel, Mumbai, Maharashtra

Quick apply

Job details

Full-time
₹5,00,000 - ₹8,00,000 a year

Benefits

Provident Fund

Qualifications

CRM software
Pricing
Microsoft Excel
Analysis skills
Bachelor's degree
Communication skills

Full job description

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

Pay: ₹500,000.00 - ₹800,000.00 per year

Benefits:

Provident Fund

Work Location: In person

Quick apply

Refine Your Search

nykaa customer support jobs in mumbai maharashtra

Customer Success & D2C Operations Manager

Content Manager

Assistant Manager – Sales Training

Executive - Category & Brand Management - Nykaa Fashion Ecommerce - Mumbai

Logistics Associate & Customer Experience

Catalog Executive/E-Commerce Marketplace Executive

E-Commerce Executive

E-Commerce Executive

Product Designer

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