POSITION: Assistant Manager – Customer Experience & Care
Location: New Delhi
About Spin
We are a design-led lifestyle brand creating modern furniture and home accessories for contemporary Indian homes. Rooted in bold ideas, clean aesthetics, and thoughtful functionality, we believe everyday spaces have the power to shape better living experiences.
The Role
We are looking for a customer-focused Assistant Manager – Customer Experience & Care to own and elevate the customer journey across all touchpoints. This role goes beyond issue resolution. It requires someone who can build strong customer relationships, ensure seamless service experiences, coordinate effectively across teams, and identify opportunities to improve customer satisfaction, retention, and brand loyalty.
Key Responsibilities
- Manage customer interactions, queries, complaints, and escalations across channels including phone, email, WhatsApp, website, and stores.
- Ensure timely and effective resolution of customer concerns while delivering a positive and professional brand experience.
- Coordinate closely with retail, logistics, production, installation, and sales teams to ensure smooth order fulfilment and customer communication.
- Own the post-purchase customer journey, including delivery coordination, service requests, feedback collection, and follow-ups.
- Maintain and leverage CRM systems to track customer interactions, service requests, and customer insights.
- Monitor customer feedback, reviews, and service metrics to identify trends and improvement opportunities.
- Build and execute customer engagement initiatives aimed at improving satisfaction, retention, referrals, and repeat purchases.
- Identify recurring customer issues and work with internal teams to improve processes and customer outcomes.
- Generate periodic reports and actionable insights on customer experience, service performance, and customer satisfaction.
- Ensure all customer communication reflects Spin's brand values and communication standards
What We’re Looking For
- 3–5 years of experience in Customer Experience, Customer Care, CRM, or Relationship Management roles.
- Prior experience in furniture, home décor, retail, hospitality, lifestyle, or consumer-facing brands preferred.
- Strong customer-first mindset and problem-solving abilities.
- Excellent communication and relationship-building skills.
- Ability to balance empathy with accountability while handling customer concerns.
- Strong organizational skills and attention to detail.
- Comfortable managing multiple priorities in a fast-paced environment.
- Proactive, dependable, and solution-oriented with strong follow-through.
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Technical Skills
Technical Skills
- Hands-on experience with Zoho CRM or similar CRM platforms.
- Good proficiency in Excel and reporting tools.
- Ability to analyse customer data and generate actionable insights.
Preferred Traits
- Calm under pressure.
- Strong ownership mindset.
- Process-oriented and highly organized.
- Collaborative and team-focused.
- Passionate about creating memorable customer experiences.
Industry Preference
Furniture | Home Décor | Lifestyle | Retail | Hospitality
Apply
Please send your CV to: career@madewithspin.com