Customer Care Manager

Key Responsibilities:

1. Revenue & Sales Leadership:

 Own sales targets across B2B and assisted sales channels

 Drive corporate partnerships, key accounts, and large-ticket B2B closures

 Build and execute aggressive sales strategies to accelerate growth

 Track and improve conversion, retention, and revenue metrics

2. Customer Experience & Escalation Ownership:

 End-to-end ownership of customer experience and satisfaction scores

 Personally, handle and resolve critical customer escalations

 Set high service benchmarks and ensure strict adherence to SLAs

 Continuously improve escalation frameworks and resolution turnaround times

3. Team & Performance Management:

 Lead, hire, train, and scale sales and customer support teams

 Set clear KPIs, targets, and accountability frameworks

 Conduct regular performance reviews and corrective action plans

 Build a high-performance, customer-obsessed team culture4. Cross-Functional Leadership:

 Work closely with Operations, Supply Chain, Product, and Tech teams

 Act as the voice of the customer within the organization

 Drive process improvements to reduce complaints, churn, and operational friction

Skills & Competencies:

Exceptional command over English (written & verbal)

 Strong executive presence with the ability to influence internal and externalstakeholders  Proven expertise in escalation handling and complex customer situations

 Data-driven decision-making and strong analytical skills

 High ownership, bias for action, and ability to work in fast-paced environmentsExperience & Background:

 3-4 years of relevant experience in sales, customer experience, or operations-ledroles

 Mandatory experience in B2B sales or key account management

 Prior managerial or people-lead experience is highly preferred

 Experience in high-growth start-ups, e-commerce, rental, or service-driven businessesis a strong advantage

Location: Gurugram, Haryana

Working days: 5.5 days (Rotational Off)

salary range 35 to 50k, as per experience

Pay: ₹35,000.00 - ₹50,000.00 per month

Work Location: In person