Customer Care & Retention Lead – Sales, Service & Growth

Job Description

If you’re great at talking to customers, closing sales, resolving issues with empathy, and scaling systems — this role is for you.
Location:
Lower Parel, Mumbai
Experience:
4–6 years in D2C customer service and sales
Employment Type:
Full-time

About Saphed:
Saphed is a design-forward D2C brand that celebrates the elegance of 100% pure linen. Crafted with care in India, our apparel and homeware collections are rooted in comfort, sustainability, and slow living. We’re growing steadily and looking for entrepreneurial team members who want to build a meaningful brand with lasting impact.

Role Overview:
We’re seeking a Customer Care & Retention Lead who can drive revenue , deliver high-quality post-purchase experiences , and grow customer lifetime value across all digital channels — WhatsApp, Instagram, chat, email, and phone. This is a strategic and execution-heavy role with P&L-linked accountability . You’ll convert high-intent leads, solve service queries, retain high-value clients, and lead a small but mighty team.

What You’ll Own:
Revenue & Conversions Drive daily and monthly revenue via WhatsApp, Instagram DMs, inbound calls, and chat
Convert customer queries into purchases through smart selling and timing
Maximise average order value (AOV) and upsell complementary products
Track and meet revenue KPIs linked to support and communication channels

Customer Retention & Growth Build lasting relationships with high-value and repeat customers
Implement retention strategies to improve monthly repeat rate
Conduct customer satisfaction and NPS surveys, and close the loop on feedback
Identify pain points that impact repeat purchases and work with CX/Product teams to fix them

Customer Service & Post-Sales Support Resolve queries and complaints across all channels (delivery, fit, quality, exchange, etc.)
Set clear SLAs and ensure issues are resolved empathetically and efficiently
Proactively follow up with customers post-delivery to reinforce brand love
Collaborate with Ops for smooth exchange/return handling and delivery issues

Team Management Manage and mentor junior customer care executives
Delegate queries, monitor performance, and improve workflows
Develop SOPs for response templates, escalation handling, and sales scripts

Reporting & Accountability Own key metrics:
care-channel revenue, retention rate, NPS, CSAT, resolution time
Share weekly dashboards and insights to leadership team
Suggest improvements to tools, policies, or scripts based on real-time insights

You’ll Thrive in This Role If You Have:
4+ years of experience in D2C customer care, sales, or CRM roles
Hands-on knowledge of WhatsApp Business, Instagram DMs, chat tools, and eCommerce platforms
Strong communication and persuasive selling skills
Experience managing or mentoring a team
High ownership, accountability, and comfort working across functions
A passion for linen, fashion, or building strong customer relationships

Bonus if You Have:
Experience using Delightchat, Zoko, Gorgias, or similar platforms
Background in apparel or home decor
Data-savviness — comfortable with retention funnels, segment tagging, or CRM reports

Why This Role Matters:
This isn’t just about service — it’s about growing Saphed by deepening customer relationships . You will directly impact revenue, improve retention, and shape how people experience the brand.