Customer Support and Retailer Success Manager

Objective:

customer support systems and retailer engagement programs

Key Responsibilities:

Customer Support Management:

• Establish a

  centralized customer support framework

  to address retailer and distributor queries efficiently.
• Implement

  multi-channel support platforms (phone, WhatsApp, CRM-based ticketing)

  for quick resolution of issues.
• Track service metrics (TAT, resolution rate) and improve overall satisfaction scores.

Retailer Engagement & Success:

• Develop

  retailer loyalty programs

  with incentives and rewards linked to sales performance and brand advocacy.
• Conduct regular

  retailer meets, training sessions, and feedback forums

  to build stronger relationships.
• Ensure effective onboarding and training of new retailers on product knowledge and sales practices.

Farmer Loyalty & Outreach:

• Collaborate with Sales & Marketing to

  create farmer loyalty programs

  integrating advisory services, training, and product incentives.
• Organize

  farmer engagement campaigns

  through distributors and retailers to drive product penetration.

Data Analytics & CRM Implementation:

• Use

  CRM tools to track retailer performance, engagement metrics, and issue resolution trends.

• Generate actionable insights from retailer and farmer interactions to refine programs and improve satisfaction levels.

Cross-functional Collaboration:

• Partner with the Sales, Marketing, and Supply Chain teams to

  align customer support and retailer programs with business goals.

• Coordinate with IT for

  digital solutions (apps/portals)

  to improve retailer and farmer interactions.

Team Leadership:

• Build and lead a

  dedicated customer success team

  to manage retailer accounts, loyalty programs, and support operations.

• Train field teams to ensure

  consistent customer experience and strong channel support.

Key Requirements:

• Experience:

  8 -12 years in

  customer support, channel management, or customer success roles in FMCG, Agri-inputs, or rural distribution sectors.

• Skills:

  Strong expertise in

  CRM tools, loyalty program design, and customer lifecycle management.

• Market Knowledge:

  Familiarity with rural retail dynamics, distributor-retailer relationships, and farmer engagement practices.

• Education:

  Graduate (preferably in Business/Agri), MBA in Marketing/Operations preferred.

• Competencies:

  Excellent communication, relationship management, data-driven decision-making, and problem-solving skills.

What We Offer:

• Lead a

  pivotal function impacting retailer loyalty and farmer engagement

  for Indias largest organized cattle feed brand.

• Competitive compensation with

  performance-linked incentives and growth opportunities.

• Freedom to innovate and build

  tech-enabled customer success programs

  in rural markets.