Customer Experience

2 days ago

Gurugram, India AGRIM Full time

About AGRIM

AGRIM is a fast-growing B2B agri-inputs marketplace, redefining how agri-retailers and farmers access quality products. We are scaling rapidly and looking for a
Customer Experience Lead
to own and drive our CX charter end-to-end.

Role Overview

We are seeking a highly customer-obsessed professional to lead AGRIM's
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 Responsibilities

Customer 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 India's fastest-growing B2B startups.
  • High-Impact IC Role:
    Work with leadership to drive transformation.
  • Be the Customer's Voice:
    Champion customer-first thinking company-wide.
  • See Your Work in Action:
    Influence tangible changes in delivery, support & product experience.

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