AGRIM - Lead - Customer Experience

Description: AGRIM is a Series B-funded AgriTech startup building Indias largest on-demand B2B marketplace for agri-inputs. Covering the pre-harvest value chain - seeds, pesticides, fertilizers, agro-tools, and animal feed agri-inputs represent the third-largest retail supply chain in India, valued at $50B+. Our mission is to simplify this fragmented and data-dark supply chain using technology, while creating deep impact in the largest sector of the Indian economy. Founded in 2020, AGRIM is led by IIT/IIM alumni and ex-entrepreneurs with successful exits. Today, we are the largest agri-input marketplace in India, serving 10% of the countrys agri-input retailers and distributing across 90%+ of rural Indias pincodes. With a 400+ member team, AGRIM is in hyperscale mode and shaping the future of agri-commerce. Interested in joining the rocketship?Key Highlights: - $50B Market Opportunity: B2B e-commerce marketplace for Agri-Inputs. - Strong Founding Team: IIT/IIM alumni, ex-entrepreneurs with proven exits. - Well-Funded: $20M Series B; backed by 4 Tier-1 investors. - Hyper Growth: Scaling 2X month-on-month. - Pan-India Scale: 1,000+ manufacturers | 100,000+ retailers onboarded. - Robust Team: 400+ full-time employees from e-commerce & agri sectors.Role Overview: We are seeking a highly customer-obsessed professional to lead AGRIMs Customer Experience agenda. This is an individual contributor role with high visibility, where you will act as the voice of the customer inside the organization - ensuring every decision, process, and product reflects customer-first thinking. You will directly own critical CX metrics and work cross-functionally with operations, product, supply, and demand teams to solve pain points and elevate customer satisfaction.Key Experience Ownership: - Be the voice of the customer within AGRIM, ensuring Customer Experience is central to decision-making. - Lead the overall Customer Experience charter by continuously identifying, prioritizing, and solving key customer pain points.Metric Accountability: - Own and deliver on critical Customer Impacting KPIs: - Net Promoter Score (NPS). - Customer Support CSAT. - Cancellation %. - Post-Delivery Issues %. - Return %. - Compliance to Delivery TATs. - Program-manages cross-functional initiatives to improve CX metrics. - Build dashboards and governance to track progress on targets. - Partner with Ops, Product & Category teams to run improvement programs (e.g., reduce cancellations, post-delivery issues, improve TATs).Customer Insights & Advocacy: - Regularly engage with customers through calls, surveys, and on-ground visits to gather direct feedback. - Design and implement structured NPS collection processes at multiple levels. - Translate insights and NPS trends into actionable recommendations and share with leadership and cross-functional teams. - Analyze CX impact on retention and identify levers to drive repeat usage and loyalty.Cross-Functional Influence: - Work closely with Operations, Product, Supply, and Demand teams to fix systemic issues impacting customer experience. - Partner with Product to design and prioritize CX-driven features and automations. - Influence processes, policies, and partner SLAs to align with customer expectations.Skill Sets Required: - Customer Centricity: Passion for solving customer pain points. - Data Thinking: Identify metrics and drive CX insights. - Communication: Strong storytelling to voice customer perspective. - On-Ground Hustle: Engage customers directly via calls and visits. - Collaboration: Influence cross-functional teams without authority.Why Join Us?: - Shape CX in Agritech: Own the CX in one of Indias fastest-growing B2B startups. - High-Impact IC Role: Work with leadership to drive transformation. - Be the Customers Voice: Champion customer-first thinking company-wide. - See Your Work in Action: Influence tangible changes in delivery, support & product experience. (ref:iimjobs.com)