Customer Experience Manager

Who we are:

At ALTROVE, we're not just about home décor; we're about reimagining Indian craftsmanship for contemporary living. Our mission is to bring Indian craft back to Indian homes in a meaningful and modern way. View our story here.

Why Join Us?

1. Immerse yourself in a workspace that thrives on creativity and embraces the beautifully chaotic process of design and innovation.

2. We champion autonomy and inclusiveness, ensuring every voice is heard and valued.

3. Engage with a versatile portfolio that spans from collaborating with artisans to launching exclusive collections, like our recent partnership with Rhea Kapoor.

4. Adorn your own space with our curated pieces at special employee rates.

If interested, Send your applications to shradha@altrove.in.

Role: Omni-Channel Customer Experience Manager

Location: Pune, India

At Altrove, we believe that every customer interaction is a reflection of our design ethos—intentional, thoughtful, and human. As our Omni-channel Customer Experience Manager, you’ll be the bridge between our online store and physical retail experience. If you enjoy problem-solving, have an eye for aesthetics, and thrive in high-touch customer environments, we’d love to meet you. This role is onsite, full-time, based out of our new store in Koregaon Park, Pune.

Key Responsibilities

• E-Commerce:

✓ Handle post-sale queries across email, WhatsApp, Instagram DMs, and website chat.

✓ Resolve issues related to delays, exchanges, damages, and refunds with grace and accuracy.

✓ Coordinate with our warehouse for replacements and dispatches.

✓ Maintain accurate inventory on Zoho and Shopify.

✓ Share insights with the digital and merchandising team to enhance customer experience.

• Retail Store:

✓ Welcome walk-in customers and guide them through our product range.

✓ Oversee daily store operations, enhancing customer satisfaction, managing inventory levels, ensuring compliance with store policies

✓ Gain an in-depth understanding of Altrove’s products and service offerings in order to present collections with clarity

✓ Style the store to reflect brand standards and seasonal campaigns.

✓ Track store sales and footfall; help convert browsers into buyers.

✓ Manage store-level returns, exchanges, and inventory health.

• Operations & Admin Support:

✓ Assist the accounts team with COD settlements and refund tracking.

✓ Support store operations including inventory checks, packaging, billing coordination, and customer follow-ups

✓ Coordinate stock transfers and replenishment cycles with the warehouse.

✓ Maintain system hygiene across Shopify, Zoho, and WhatsApp Business.

✓ Escalate service issues proactively and participate in weekly reviews.

Required Qualifications

• Bachelor’s Degree in any field

• 1–3 years of experience in customer service, retail, or e-commerce

• Friendly, approachable, and eager to connect with people

• Willingness to work weekends and festive days (with weekday offs provided)

• Interest in building a long-term career in retail or client service

• Well-groomed and composed, with a professional attitude and appearance

• Strong written and spoken communication skills

• Confidence in handling customers in-person and online

Preferred Qualifications

• Customer Satisfaction and Customer Service skills

• Experience in home decor, lifestyle, or fashion brands

• Working knowledge of Zoho, Shopify, Excel/Google Sheets

• Familiarity with WhatsApp Business and related tools

• Proficiency in inventory management and store operations

• Prior experience in the retail industry

What You’ll Gain

• Exposure to both digital and physical retail strategy

• An inside view into how design-led businesses operate and grow

• A front-row seat to customer psychology, storytelling, and brand building.

• Hands-on training in retail and customer experience

• Direct mentorship from Altrove’s Executive Leadership

• Structured learning sessions and regular feedback to support growth

• Performance-based progression into senior sales roles within 12–18 months

• A supportive, design-first workspace that values care, clarity, and creativity