Job
Description
As a Customer Experience Manager at AGRIM, you will play a crucial role in leading the Customer Experience agenda, acting as the voice of the customer within the organization and ensuring that every decision, process, and product reflects customer-first thinking. **Key Responsibilities:** - **Customer Experience Ownership** - Be the advocate for customers within AGRIM, making sure that Customer Experience is at the core of decision-making. - Lead the Customer Experience charter by consistently identifying, prioritizing, and resolving key customer pain points. - **Metric Accountability** - Take ownership of critical Customer Impacting KPIs such as Net Promoter Score (NPS), Customer Support CSAT, Cancellation %, Post-Delivery Issues %, Return %, and Compliance to Delivery TATs. - Program-manage cross-functional initiatives to enhance CX metrics, build dashboards to track progress, and collaborate with Ops, Product & Category teams to implement improvement programs. - **Customer Insights & Advocacy** - Engage with customers through calls, surveys, and on-ground visits to gather direct feedback. - Implement structured NPS collection processes, analyze CX impact on retention, and provide actionable recommendations to leadership and cross-functional teams. - **Cross-Functional Influence** - Collaborate closely with Operations, Product, Supply, and Demand teams to address systemic issues affecting customer experience. - Partner with Product to prioritize CX-driven features and processes, and align policies and partner SLAs with customer expectations. **Skill Sets Required:** - **Customer Centricity:** Demonstrate a passion for solving customer pain points. - **Data Thinking:** Identify relevant metrics and derive CX insights. - **Communication:** Strong storytelling skills to represent the customer's perspective. - **On-Ground Hustle:** Engage with customers directly through calls and visits. - **Collaboration:** Influence cross-functional teams effectively without formal authority. By joining AGRIM, you will have the opportunity to: - Shape CX in Agritech and be a part of one of India's fastest-growing B2B startups. - Work with leadership to drive transformation and have a high-impact individual contributor role. - Champion customer-first thinking across the company and see tangible changes in delivery, support, and product experience.,
