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Customer Love Executive

Customer Love Executive

Simply Nam Beautyguwahati, India
2 days ago
Job description

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!

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    Customer Executive • guwahati, India

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