Location: Gurugram Experience: 2–5 years Department: Customer Experience / Operations We are looking for a Customer Experience Lead to manage and elevate our customer support function. The role involves leading a team, ensuring high-quality customer interactions, resolving escalations efficiently, and continuously improving the customer journey across channels. Key Responsibilities: Lead, mentor, and manage the CX team to deliver exceptional customer support. Monitor and improve key CX metrics such as NPS, CSAT, and resolution time. Handle escalated customer issues and ensure timely resolution. Collaborate with Operations, Logistics, and Product teams to enhance the overall customer journey. Analyze customer feedback and data to identify trends and areas for improvement. Implement and optimize CRM tools and processes for better efficiency. Develop and execute strategies to improve team performance and customer satisfaction. Requirements: 2–5 years of experience in Customer Experience / Customer Support / Operations , preferably in D2C or E-commerce . Strong leadership, team management, and communication skills. Analytical mindset with experience in data-driven decision-making. Familiarity with CRM tools such as Zendesk, Freshdesk, or similar . Ability to manage escalations and complex customer scenarios. Proactive problem-solving skills and process improvement orientation. About Perfora: Perfora is co-founded by Jatan Bawa and Tushar Khurana who cumulatively have more than 10+ years of experience across consumer internet and consumer brands. They met in 2016 on a train journey named Jagriti Yatra and have known each other since then. Perfora is backed by marquee institutional investors like RPSG Capital Ventures, Sauce.vc, Lotus Herbals Family Office, Shiprocket Ventures, and celebrated entrepreneurs. You can read more about the brand on the website - www.perforacare.com Perfora is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Job Types: Full-time, Permanent Pay: ₹800,000.00 - ₹1,000,000.00 per year Work Location: In person
Perfora is a unique and innovative brand that is disrupting the oral care category. Within 3 years, Perfora has carved out a strong brand name in the oral care space and is the largest digital-first oral care brand. Our vision is to improve oral hygiene for millions of Indian consumers. We are looking for a proactive B2C Customer Experience Associate to drive customer interactions, resolve concerns, and facilitate seamless purchase experiences. The ideal candidate will be responsible for conducting abandoned cart follow-ups, outbound sales calls, and customer support interactions to maximize conversions and enhance customer satisfaction Key Responsibilities: Utilize your experience in customer-facing roles to effectively address customer inquiries, resolve complaints, and provide personalized support to enhance the overall customer experience. Collaborate closely with cross-functional teams, including Sales and Marketing, to align customer engagement strategies with organizational objectives and sales targets. Maintain accurate records of customer interactions, feedback, and sales data using CRM (Customer Relationship Management) software to track performance metrics and identify areas for improvement. Demonstrate a deep understanding of brand identity, values, and product offerings to effectively communicate with customers and reinforce brand loyalty. Proactively identify opportunities to optimize customer engagement processes, streamline workflows, and enhance service delivery to meet or exceed customer expectations. Stay abreast of industry trends, competitor activities, and emerging technologies to continually innovate and enhance the customer experience. Requirements : Certification in Customer Relationship Management (CRM) or related field. Prior experience in the e-commerce or retail industry. Familiarity with outbound calling techniques and sales strategies. Fluency in multiple languages to support a diverse customer base. About Perfora: Perfora is co-founded by Jatan Bawa and Tushar Khurana who cumulatively have more than 10+ years of experience across consumer internet and consumer brands. They met in 2016 on a train journey named Jagriti Yatra and have known each other since then. Perfora is backed by marquee institutional investors like RPSG Capital Ventures, and Sauce: VC, Lotus Herbals Family Office, Shiprocket Ventures, and celebrated entrepreneurs.The brand believes in adding value to the lives of everyday consumers and is conscious of its impact on the environment. You can read more about the brand on the website - www.perforacare.com Perfora is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Job Types: Full-time, Permanent Pay: ₹500,000.00 - ₹700,000.00 per year Work Location: In person
Perfora is a unique and innovative brand that is disrupting the oral care category. Within 3 years, Perfora has carved out a strong brand name in the oral care space and is the largest digital-first oral care brand. Our vision is to improve oral hygiene for millions of Indian consumers. We are looking for a proactive B2C Customer Experience Associate to drive customer interactions, resolve concerns, and facilitate seamless purchase experiences. The ideal candidate will be responsible for conducting abandoned cart follow-ups, outbound sales calls, and customer support interactions to maximize conversions and enhance customer satisfaction Key Responsibilities: Utilize your experience in customer-facing roles to effectively address customer inquiries, resolve complaints, and provide personalized support to enhance the overall customer experience. Collaborate closely with cross-functional teams, including Sales and Marketing, to align customer engagement strategies with organizational objectives and sales targets. Maintain accurate records of customer interactions, feedback, and sales data using CRM (Customer Relationship Management) software to track performance metrics and identify areas for improvement. Demonstrate a deep understanding of brand identity, values, and product offerings to effectively communicate with customers and reinforce brand loyalty. Proactively identify opportunities to optimize customer engagement processes, streamline workflows, and enhance service delivery to meet or exceed customer expectations. Stay abreast of industry trends, competitor activities, and emerging technologies to continually innovate and enhance the customer experience. Requirements : Certification in Customer Relationship Management (CRM) or related field. Prior experience in the e-commerce or retail industry. Familiarity with outbound calling techniques and sales strategies. Fluency in multiple languages to support a diverse customer base. About Perfora: Perfora is co-founded by Jatan Bawa and Tushar Khurana who cumulatively have more than 10+ years of experience across consumer internet and consumer brands. They met in 2016 on a train journey named Jagriti Yatra and have known each other since then. Perfora is backed by marquee institutional investors like RPSG Capital Ventures, and Sauce: VC, Lotus Herbals Family Office, Shiprocket Ventures, and celebrated entrepreneurs.The brand believes in adding value to the lives of everyday consumers and is conscious of its impact on the environment. You can read more about the brand on the website - www.perforacare.com Perfora is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Job Types: Full-time, Permanent Pay: ₹500,000.00 - ₹700,000.00 per year Work Location: In person
We’re looking for a dynamic and creative Brand Manager who can own and shape the brand narrative across digital and offline channels. This role requires someone who lives at the intersection of strategy and execution, builds cultural relevance, and leads end-to-end brand campaigns - from idea to impact. Key Responsibilities 1. Brand Strategy & Partnerships ● Build and evolve the brand’s identity, voice, and visual language across all consumer touchpoints. ● Craft compelling brand narratives that build emotional connection, recall, and loyalty. ● Lead brand campaigns aligned with business goals, product launches, and cultural moments. ● Identify and build strategic brand partnerships and collaborations to enhance visibility and affinity. 2. Social Media Management ● Own the strategy and execution of the brand’s social media presence (Instagram, YouTube, LinkedIn, etc.). ● Develop monthly content calendars including hygiene content, IPs, hub content, and hero campaign-led content. ● Lead scripting, ideation, and production for social media content, ads, and brand films. ● Work closely with design, video, and creative teams to deliver high-quality and platform-relevant content. ● Track insights, engagement, and performance & maintain monthly social media performance records; optimise content accordingly. 3. Content & Communication ● Develop, shoot and oversee the creation of brand content across social and ads. ● Collaborate with agencies, creators, and internal teams to ensure creative excellence. ● Maintain brand consistency across campaigns and consumer communication. 4. Campaign Management & Execution ● Conceptualise, plan, and execute 360° brand campaigns (digital + offline) end-to-end. ● Work cross-functionally with performance marketing, design, and product teams to ensure smooth execution. ● Analyse campaign performance and consumer insights to refine future strategies. 5. Influencer Content & Community Building ● Identify, onboard, and manage influencers, creators, and key opinion leaders for social & partnership ad content. ● Drive PR activations, sampling programs, events, and community-led initiatives. Qualifications ● Bachelor’s degree in Marketing, Communications, or related field; MBA preferred. ● 4–7 years of experience in brand marketing, preferably in a consumer / D2C / FMCG / lifestyle brand. ● Strong understanding of social media trends, influencer marketing, and digital storytelling. ● Creative mindset with a data-driven approach. ● Excellent communication and project management skills. ● Ability to manage multiple campaigns and stakeholders simultaneously. About Perfora: Perfora is co-founded by Jatan Bawa and Tushar Khurana who cumulatively have more than 10+ years of experience across consumer internet and consumer brands. They met in 2016 on a train journey named Jagriti Yatra and have known each other since then. Perfora is backed by marquee institutional investors like RPSG Capital Ventures, and Lotus Herbals Family Office, Ship Rocket Ventures, and celebrated entrepreneurs. The brand believes in adding value to the lives of everyday consumers and is conscious of its impact on the environment. You can read more about the brand on the website - Perfora is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Job Types: Full-time, Permanent Pay: ₹600,000.00 - ₹900,000.00 per year Work Location: In person
Role Overview The Formulation Associate will support the development of new oral care formulations (toothpaste and mouthwash) from lab-scale prototyping to short-term stability studies. This role involves hands-on lab work, data management, and cross-functional coordination with QA/QC and the NPD team to ensure product quality, consistency, and innovation. Key Responsibilities 1. Prototype Development Weigh, mix, and process lab-scale batches of toothpaste and mouthwash following established SOPs. Maintain detailed batch records, log sheets, and ensure adherence to Good Laboratory Practices (GLP). 2. In-Process Control Conduct and record in-process checks such as appearance, viscosity, pH, homogeneity, foam stability, and abrasivity surrogates. Identify and flag deviations in real time to the Formulation Lead. 3. Short-Cycle Evaluations Carry out 1-week physical examinations on fresh prototypes. Summarize observations and recommend next steps for optimization. 4. Stability Studies Manage stability chambers for both initial and accelerated set-ups. Track pull points, sample disposition, and compile stability data reports. 5. Data & Documentation Follow Good Documentation Practices (GDP). Prepare and organize experiment reports, maintain hardbound batch books, and update project subfolders. 6. Raw Material Readiness Support RM inventory upkeep including spec sheets, COAs, and maintaining minimum/maximum levels. Assist in the preparation of samples and standards. 7. Method Execution & Testing Coordination Perform routine bench tests and coordinate specialized tests with QA/QC teams (e.g., fluoride ISE, RDA/REA via external labs, microbiological testing with QC). 8. Knowledge Sharing Convert experimental findings into concise “learnings one-pagers” for team knowledge sharing. Maintain the experiment index and decision tracker for ongoing projects. Tools & Techniques You’ll Use Bench Instruments: Analytical balances, Brookfield viscometer, pH meter, conductivity/TDS meter, centrifuge, stability chamber, ovens/water baths, sieve sets. Common Oral Care Excipients: Abrasives (silica, CaCO₃), humectants (glycerin, sorbitol), binders (CMC, carrageenan), surfactants, sweeteners, flavors, colorants, actives (fluoride salts, desensitizing agents). Software: Excel / Google Sheets, basic LIMS or structured data trackers. Qualifications Bachelor’s / Master’s degree in Pharmacy, Chemistry, Cosmetic Science, or related field. 0–2 years of experience in formulation or product development (oral care, cosmetics, or FMCG preferred). Strong understanding of basic formulation principles and lab practices. Job Types: Full-time, Permanent Pay: ₹60,000.00 - ₹65,000.00 per month Benefits: Health insurance Provident Fund Work Location: In person
Role Overview The Formulation Associate will support the development of new oral care formulations (toothpaste and mouthwash) from lab-scale prototyping to short-term stability studies. This role involves hands-on lab work, data management, and cross-functional coordination with QA/QC and the NPD team to ensure product quality, consistency, and innovation. Key Responsibilities 1. Prototype Development Weigh, mix, and process lab-scale batches of toothpaste and mouthwash following established SOPs. Maintain detailed batch records, log sheets, and ensure adherence to Good Laboratory Practices (GLP). 2. In-Process Control Conduct and record in-process checks such as appearance, viscosity, pH, homogeneity, foam stability, and abrasivity surrogates. Identify and flag deviations in real time to the Formulation Lead. 3. Short-Cycle Evaluations Carry out 1-week physical examinations on fresh prototypes. Summarize observations and recommend next steps for optimization. 4. Stability Studies Manage stability chambers for both initial and accelerated set-ups. Track pull points, sample disposition, and compile stability data reports. 5. Data & Documentation Follow Good Documentation Practices (GDP). Prepare and organize experiment reports, maintain hardbound batch books, and update project subfolders. 6. Raw Material Readiness Support RM inventory upkeep including spec sheets, COAs, and maintaining minimum/maximum levels. Assist in the preparation of samples and standards. 7. Method Execution & Testing Coordination Perform routine bench tests and coordinate specialized tests with QA/QC teams (e.g., fluoride ISE, RDA/REA via external labs, microbiological testing with QC). 8. Knowledge Sharing Convert experimental findings into concise “learnings one-pagers” for team knowledge sharing. Maintain the experiment index and decision tracker for ongoing projects. Tools & Techniques You’ll Use Bench Instruments: Analytical balances, Brookfield viscometer, pH meter, conductivity/TDS meter, centrifuge, stability chamber, ovens/water baths, sieve sets. Common Oral Care Excipients: Abrasives (silica, CaCO₃), humectants (glycerin, sorbitol), binders (CMC, carrageenan), surfactants, sweeteners, flavors, colorants, actives (fluoride salts, desensitizing agents). Software: Excel / Google Sheets, basic LIMS or structured data trackers. Qualifications Bachelor’s / Master’s degree in Pharmacy, Chemistry, Cosmetic Science, or related field. 0–2 years of experience in formulation or product development (oral care, cosmetics, or FMCG preferred). Strong understanding of basic formulation principles and lab practices. Job Types: Full-time, Permanent Pay: ₹60,000.00 - ₹65,000.00 per month Benefits: Health insurance Provident Fund Work Location: In person
Experience: 5–10 years (E-commerce only) About the Role: We’re looking for a data-driven Performance Marketing Lead to scale Perfora’s digital growth across Meta, Google, and other performance channels. Must-Haves: Worked with e-commerce brands (in-house or agency). Managed ₹1 Cr+ monthly ad budgets and brands with ₹1 Cr+ monthly revenue . Meta expert – strong experience in scaling campaigns, creative testing & pixel/CAPI setup. Working knowledge of Google Ads , and basic understanding of SEO, affiliates, partnerships & CRM . Experience in CRO/UX for e-commerce (A/B testing, landing page optimization). Key Responsibilities: Own full-funnel paid strategy (Meta-led) to achieve ROAS & growth goals. Manage and optimize large monthly budgets across channels. Run data-driven CRO tests to improve conversions & AOV. Collaborate with design, content & growth teams for creative and funnel improvements. Track performance through GA4, CAPI & dashboards; report actionable insights. Job Types: Full-time, Permanent Pay: ₹1,500,000.00 - ₹2,000,000.00 per year Work Location: In person
Job Title: Retention Lead Role Overview We are looking for a Retention Marketing Manager to lead and execute retention initiatives to drive customer engagement, repeat purchases, and LTV. This role will be responsible for building and managing customer journeys across Email, WhatsApp, and SMS and will own both strategy and execution of campaigns. Key Responsibilities · Develop and execute a comprehensive retention strategy across email, WhatsApp, and SMS. · Design and implement automated customer journeys for engagement, win-backs, and post purchase. · Build and launch targeted campaigns to drive repeat orders, increase LTV, and reduce churn. · Manage audience segmentation, personalization, and performance tracking at cohort level. · Analyze campaign performance and customer data to continuously optimize content, timing, and targeting. · Collaborate with creative, content and CX teams to ensure consistent customer experience. · Maintain and evolve the CRM tech stack. Requirements · 4 to 6 years of experience in retention or lifecycle marketing in a D2C or e-commerce company. · Hands-on experience with email, WhatsApp, and CRM tools (e.g., WebEngage, CleverTap, HubSpot etc.). · Strong understanding of customer segmentation, cohort analysis and journey design. · Analytical mindset & excellent execution skills. Job Types: Full-time, Permanent Work Location: In person