Customer Love Executive

About Us :

Simply Nam is a celebrity makeup artist–led Indian beauty brand founded by Namrata Soni, built on the values of Expertise, Accessible High Performance, and Designed for India.

We create thoughtful, high-performance products that celebrate Indian skin tones, undertones, and climate — with authenticity, education, and care at the core.

Why join us :

Work directly with Namrata Soni and the founding team shaping India’s next-generation beauty brand.

Build a category-defining “Customer Love” function from the ground up.

Join a young, high-energy, purpose-driven brand redefining beauty for Indian consumers.

Role Overview :

We’re looking for a Customer Love Lead to own and elevate the customer experience at Simply Nam — across service, satisfaction, and relationship-building.

You’ll be the brand’s voice at every touchpoint : solving problems, turning queries into conversions, and building genuine brand love.

What you'll do :

Lead customer communication across email, chat, WhatsApp, marketplaces, and D2C channels.

Resolve issues with empathy and speed; maintain CSAT >

90% and NPS >

70.

Identify recurring issues, run root-cause analyses, and drive quick cross-functional fixes.

Engage directly with customers to upsell and cross-sell based on their needs, preferences, and purchase history — turning service conversations into meaningful brand and product recommendations.

Use insights from customer conversations to design logical workflows and automation within CRM tools that improve response time, personalization, and overall customer experience.

Build proactive touchpoints — welcome journeys, “how-to” guides, post-purchase education, and surprise-and-delight moments.

Track and report key metrics : response time, resolution rate, repeat purchase rate, and sentiment trends.

Who you are :

Have 2–5 years of experience in Customer Experience, CRM, or Community Management within D2C or consumer brands (Beauty, Fashion, or Lifestyle preferred). Background in sales will he a plus.

A deeply empathetic communicator — you genuinely enjoy helping people and solving problems.

Highly organized and analytical — you notice patterns, identify root causes, and drive structural fixes.

Collaborative by nature — comfortable working with Ops, Tech, Product, and Marketing teams to close the loop.

Fluent in English (Hindi and regional languages are a plus).

A believer in Simply Nam’s mission of expert-led, accessible beauty designed for Indian consumers.

If you believe great service builds great brands — we’d love to hear from you!