Customer Experience Manager

Job Description

We are Licious and we are a Bengaluru based meat and seafood company founded in 2015 by Abhay Hanjura and Vivek Gupta, our founders, foodies and friends. We pride ourselves on being India’s most successful D2C food-tech brand operating in 20 cities across the country delighting over 32 lac customers with our de-licious fresh meat and seafood! Think you have what it takes to be the magic ingredient in the recipe that is Licious? Read on… What makes the role meaty? Strong proficiency in SQL, data visualization, and reporting tools (e.g., Excel, SQL, PowerBi, Python). Ability to analyze and interpret customer journey metrics, order fulfillment trends, and operational KPIs. Experience in identifying patterns and forecasting operational risks based on historical data. Understanding of supply chain dynamics, logistics processes, and order fulfillment workflows. Ability to design and implement process automation, alerts, and escalation mechanisms. Strong ability to troubleshoot real-time operational issues and recommend quick solutions. Experience in identifying root causes and implementing long-term process improvements. Ability to handle high-pressure situations and make data-backed decisions swiftly. Deep understanding of customer behavior, retention models, and service-level expectations. Ability to create engaging customer communication strategies Experience in evaluating customer satisfaction metrics and optimizing engagement strategies. Ability to work across Tech, Operations, Logistics, and Customer Support teams. Strong stakeholder management skills for aligning priorities, resolving conflicts, and driving initiatives. We hope that you have.. B.Tech/M.Tech/M.S in Business, Computer Science, Engineering or a related field. MBA/PGDM or advanced degree in a relevant stream. Minimum 3+ years of experience at Assistant Manager level or above in customer support or experience management. Proven ability to manage teams and scale support functions in a fast-paced environment. Strong analytical and problem-solving skills; proficiency in data tools (Excel, dashboards, basic SQL a plus) Excellent communication and stakeholder management abilities. Prior experience in consumer-tech, e-commerce, or service-focused industries preferred. Show more Show less