Customer Delight Manager Full Time NEW

At Surma, we are building a women’s wear brand that makes Everyday Beautiful—through thoughtfully designed clothing and deeply thoughtful customer experiences. For us, every customer conversation is not a ticket. It is a moment of connection with the brand.

We are looking for someone who can turn everyday customer interactions into warm, effortless, and memorable experiences.

Location: Sector 58, Gurgaon (On-site)

Working Days: 6 Days a Week

What You’ll Do

1. Data Analysis & Insights

• Analyze customer Delight, operations, logistics, return/exchange, and delivery-related data to identify trends, gaps, and customer pain points
• Build actionable insights from dashboards, reports, and raw operational data
• Identify recurring issues, recommend and deploy corrective/preventive actions

2.⁠ ⁠Proactive Customer Delight

• Take proactive action based on data signals before customers escalate issues
• Coordinate with customers through calls, WhatsApp, emails, or support channels when required
• Escalate issues internally to warehouse, logistics, finance, or growth teams for timely resolution
• Coordinate with third-party partners, such as courier/logistics providers to resolve operational concerns
• Take ownership until the issue is fully resolved—not just responded to

3.⁠ ⁠Process Improvement & Customer Excellence

• Drive continuous process improvement initiatives across customer journey touchpoints
• Identify automation opportunities and operational inefficiencies
• Create SOPs, workflows, escalation matrices, and quality standards
• Work closely with cross-functional teams to improve customer experience and operational efficiency
• Reduce customer effort and improve first-contact resolution



4.⁠ ⁠Work with Multiple Tools & Systems

• Shopify (orders & customer details)
• Bitespeed/Limechat (WhatsApp conversations)
• Return Prime (returns & exchanges)
• Unicommerce (order management)

5.⁠ ⁠Collaborate & Improve – work closely with:

• Operations team (for delivery & logistics issues)
• Internal team (for escalations)
• Share recurring customer feedback to help improve: Products, Policies, Communication

Who You Are

• Graduate in any discipline
• 3-5 years of experience in customer support/customer experience (D2C or e-commerce preferred)

You Will Thrive If You:

• Have a customer-first mindset with attention to detail
• Can stay calm and clear even in challenging situations
• Are comfortable navigating multiple tools and systems
• Are proactive rather than reactive

Must-Haves

• Strong analytical mindset with the ability to interpret operational/customer data
• Excellent communication skills (written and verbal)
• Strong ownership and problem-solving ability
• Ability to work in a fast-paced, high-accountability environment

Why This Role Matters

At Surma, customer delight is not a support function—it is a core part of the brand experience.

This role sits at the intersection of:

Product

Operations

Brand

You will not just solve problems, you will shape how customers feel about Surma.