Customer Experience Manager

Location:

Experience:

Brand:

About IKIRU

300+ manufacturers and artisans

We believe every home tells a story — and we make that story effortless through curated design, transparent communication, and a seamless buying experience.

About the Role

Customer Experience Manager

Someone who doesn’t just reply to messages — but listens, understands, and solves.

Someone who can convert curiosity into trust and one-time buyers into lifelong customers.

WhatsApp, calls, and chat

This role demands ownership — from handling escalations and coordinating logistics, to tracking metrics, refining processes, and mentoring the CX team.

Key Responsibilities

1. Customer Conversations & Conversions

• Handle end-to-end customer interactions via WhatsApp, call, and chat.
• Convert queries into purchases through product recommendations and empathy-led conversations.
• Manage follow-ups, abandoned carts, and repeat purchase touchpoints.

2. Relationship & Retention

• Build trust through consistent and transparent updates.
• Take proactive measures to improve satisfaction and loyalty.
• Maintain feedback loops and ensure actionable insights reach relevant teams.

3. Cross-Team Coordination

• Liaise with operations, vendor, and logistics teams for delivery timelines and resolutions.
• Manage expectations between customers and backend teams with clarity and accountability.

4. Reporting & Process Improvement

• Track and maintain

  CX metrics

  , including response time, conversion %, and retention.
• Prepare weekly and monthly reports to highlight trends and recurring pain points.
• Identify workflow gaps and suggest process enhancements.

5. Team Contribution

• Support and guide CX interns or junior members to maintain consistency in tone and process.
• Collaborate with the marketing and product teams to align communication tone and post-sale experience.

Required Skills & Experience

• 1–3 years of experience in

  Customer Experience / Client Servicing / Inside Sales

  (E-commerce preferred).
• Exceptional communication — both written and verbal.
• Strong patience, problem-solving, and negotiation skills.
• Proficiency in

  Excel / Google Sheets

  for reporting and analysis.
• Familiarity with

  CRM tools

  , WhatsApp Business platforms, or ticketing systems.
• Ability to handle multiple conversations and priorities efficiently.
• An understanding of

  E-commerce buying journeys

  and customer psychology.
• A genuine interest in

  home décor, design, and storytelling.

What You’ll Love About Working at IKIRU

• A collaborative environment where ownership and empathy drive everything.
• Direct exposure to the founder’s team and high-growth decision-making.
• A chance to build and scale the CX framework for a national-level home décor brand.
• Work where creativity meets communication — and every chat shapes a story.

Please share your resume at alisha@ikiru.in