Head Operations

3 days ago

Gurgaon, Haryana, India Mangopaw Technologies And Solutions Full time ₹ 15,00,000 - ₹ 20,00,000 per year

About Incredipets

At Incredipets, were on a mission to make pet care smarter, more joyful, and truly customer-first. We create innovative products and services that enrich the lives of pets and their parents. Our community is built on love for animals, and were looking for someone who shares that passion while driving exceptional customer experiences.

The Role

Were seeking a Head of Operations ( Customer Relationship ) to lead our customer experience, engagement, and loyalty strategy. This is a leadership role where you'll design programs that delight pet parents, strengthen relationships, and ensure Incredipets becomes their most trusted partner.

You'll oversee customer support, loyalty programs, engagement campaigns, and insights, while leading a team that lives and breathes customer love.

What You'll Do

  • Build and lead our customer relationship & loyalty strategy.
  • Champion the voice of the customer across the company.
  • Oversee support operations (chat, email, social, call center) to deliver seamless service.
  • Develop loyalty/referral programs and engagement campaigns that drive repeat business.
  • Use data and insights to improve retention, satisfaction, and lifetime value.
  • Partner with product, marketing, and operations teams to turn feedback into action.
  • Lead, mentor, and inspire a customer-focused team.

What We're Looking For

  • 6+ years of experience in customer relationship management, customer success, or customer experience leadership.
  • Proven track record in designing customer engagement & loyalty programs (B2C, retail, or pet care experience is a plus).
  • Strong knowledge of CRM tools, customer analytics, and digital engagement strategies.
  • Excellent communication and leadership skills.
  • A customer-first mindset, with empathy and innovation at the core.

Why Join Us

  • Shape the customer journey of a fast-growing, purpose-driven brand.
  • Work with a passionate, pet-loving team.
  • Competitive compensation & growth opportunities.
  • Make an impact in the lives of pets and their parents every day.

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