Aashni + Co - Lead - Customer Success/Assistive Sales - Apparel (5-10 Yrs) Mumbai (B2C/Retail/Channel Sales)

The Lead - Customer Success (Assistive Sales) will play a key role in enhancing the customer experience and driving sales by proactively assisting clients throughout their online shopping journey. This individual will lead a team to ensure customers receive personalized guidance, expert styling advice, and a smooth post-purchase experience. The ideal candidate is a people-focused leader with a strong understanding of luxury fashion and e-commerce, committed to fostering customer loyalty and satisfaction.Key ResponsibilitiesCustomer Assistance and Sales Support- Engage with customers via chat, email, or phone to provide styling advice, answer product queries, and offer personalized recommendations.- Assist customers in navigating the e-commerce platform, ensuring a seamless shopping experience.- Leverage product knowledge and understanding of customer preferences to upsell and cross-sell items.Customer Success Strategy- Develop and implement strategies to enhance customer satisfaction and drive repeat purchases.- Lead efforts to create a proactive approach to customer engagement, anticipating needs and resolving issues before they arise.- Monitor key customer success metrics and identify areas for improvement.Team Leadership and Development- Build and manage a team of customer success associates, providing training and mentorship.- Set clear performance expectations and monitor individual and team KPIs.- Foster a culture of excellence, empathy, and customer-centricity within the team.Data-Driven Insights and Reporting- Track customer interactions and analyze feedback to identify trends, challenges, and opportunities.- Provide regular reports on customer satisfaction, sales conversion rates, and other relevant metrics to senior management.- Collaborate with the marketing, merchandising, and operations teams to share insights and improve processes.Customer Retention and Loyalty- Develop initiatives to build long-term relationships with customers, enhancing brand loyalty.- Implement loyalty programs, personalized outreach, and exclusive customer engagement campaigns.- Address escalated issues or complaints with empathy and efficiency, ensuring customer retention.Qualifications and Skills- Education: Bachelor s degree in Business, Fashion Management, or a related field.- Experience:- 5 years in a customer success, sales, or related role, preferably in luxury e-commerce or fashion.- Experience leading a team and managing performance.- Skills:- Strong communication and interpersonal skills.- Exceptional problem-solving and conflict resolution abilities.- Ability to manage multiple customer interactions while maintaining attention to detail.- Proficiency in CRM tools and e-commerce platforms.- Passion for luxury fashion and a keen eye for styling trends. (ref:updazz.com)

Payroll Type : Permanent