Customer Experience - Lead

About AGRIM

AGRIM is a Series B-funded AgriTech startup building India’s largest on-demand B2B marketplace for agri-inputs. Covering the pre-harvest value chain — seeds, pesticides, fertilizers, agro-tools, and animal feed — agri-inputs represent the third-largest retail supply chain in India, valued at $50B+.

Our mission is to simplify this fragmented and data-dark supply chain using technology, while creating deep impact in the largest sector of the Indian economy.

Founded in 2020, AGRIM is led by IIT/IIM alumni and ex-entrepreneurs with successful exits. Today, we are the largest agri-input marketplace in India, serving 10% of the country’s agri-input retailers and distributing across 90%+ of rural India’s pincodes. With a 400+ member team, AGRIM is in hyperscale mode and shaping the future of agri-commerce.

Interested in joining the rocketship?

Key Highlights

1. $50B Market Opportunity

   : B2B e-commerce marketplace for Agri-Inputs.

2. Strong Founding Team

   : IIT/IIM alumni, ex-entrepreneurs with proven exits.

3. Well-Funded

   : $20M Series B; backed by 4 Tier-1 investors.

4. Hyper Growth

   : Scaling

   2X month-on-month

   .

5. Pan-India Scale

   : 1,000+ manufacturers | 100,000+ retailers onboarded.

6. Robust Team

   : 400+ full-time employees from e-commerce & agri sectors.

Role Overview

Customer Experience agenda

You will directly own critical CX metrics and work cross-functionally with operations, product, supply, and demand teams to solve pain points and elevate customer satisfaction.

Key Responsibilities

Customer Experience Ownership

• Be the

  voice of the customer

  within AGRIM, ensuring Customer Experience is central to decision-making.
• Lead the overall Customer Experience charter by continuously identifying, prioritizing, and solving key customer pain points.

Metric Accountability

• Own and deliver on critical Customer Impacting KPIs:

• Net Promoter Score (NPS)

• Customer Support CSAT

• Cancellation %

• Post-Delivery Issues %

• Return %

• Compliance to Delivery TATs

• Program-manages

  cross-functional initiatives to improve CX metrics.
• Build dashboards and governance to track progress on targets.
• Partner with

  Ops, Product & Category teams

  to run improvement programs (e.g., reduce cancellations, post-delivery issues, improve TATs).

Customer Insights & Advocacy

• Regularly engage with customers through calls, surveys, and

  on-ground visits

  to gather direct feedback.

• Design and implement structured NPS collection processes

  at multiple levels
• Translate insights and NPS trends into actionable recommendations and share with leadership and cross-functional teams.
• Analyze CX impact on

  retention

  and identify levers to drive repeat usage and loyalty.

Cross-Functional Influence

• Work closely with

  Operations, Product, Supply, and Demand teams

  to fix systemic issues impacting customer experience.
• Partner with Product to design and prioritize

  CX-driven features and automations

  .
• Influence processes, policies, and partner SLAs to align with customer expectations.

Skill Sets Required

• Customer Centricity:

  Passion for solving customer pain points.

• Data Thinking:

  Identify metrics and drive CX insights.

• Communication:

  Strong storytelling to voice customer perspective.

• On-Ground Hustle:

  Engage customers directly via calls and visits.

• Collaboration:

  Influence cross-functional teams without authority.

Why Join Us?

• Shape CX in Agritech:

  Own the CX in one of India’s fastest-growing B2B startups.

• High-Impact IC Role:

  Work with leadership to drive transformation.

• Be the Customer’s Voice:

  Champion customer-first thinking company-wide.

• See Your Work in Action:

  Influence tangible changes in delivery, support & product experience.