Customer Experience Manager

1 week ago

Vijay Nagar Indore Madhya Pradesh, India ikiru Full time ₹ 2,40,000 - ₹ 4,80,000 per year

Location: Indore (On-site)

Experience: 1–3 years | Full-time

Brand: IKIRU – Curated Home Décor & Furniture

About IKIRU

IKIRU is a curated home décor and furniture brand that connects 300+ manufacturers and artisans from across India to design-conscious customers.

We believe every home tells a story — and we make that story effortless through curated design, transparent communication, and a seamless buying experience.

About the Role

We're looking for a Customer Experience Manager who can be the voice of IKIRU to every customer.

Someone who doesn't just reply to messages — but listens, understands, and solves.

Someone who can convert curiosity into trust and one-time buyers into lifelong customers.

You'll manage daily customer conversations across WhatsApp, calls, and chat, lead the pre- and post-purchase journeys, and ensure every interaction reflects our brand warmth and reliability.

This role demands ownership — from handling escalations and coordinating logistics, to tracking metrics, refining processes, and mentoring the CX team.

Key Responsibilities

1. Customer Conversations & Conversions

  • Handle end-to-end customer interactions via WhatsApp, call, and chat.
  • Convert queries into purchases through product recommendations and empathy-led conversations.
  • Manage follow-ups, abandoned carts, and repeat purchase touchpoints.

2. Relationship & Retention

  • Build trust through consistent and transparent updates.
  • Take proactive measures to improve satisfaction and loyalty.
  • Maintain feedback loops and ensure actionable insights reach relevant teams.

3. Cross-Team Coordination

  • Liaise with operations, vendor, and logistics teams for delivery timelines and resolutions.
  • Manage expectations between customers and backend teams with clarity and accountability.

4. Reporting & Process Improvement

  • Track and maintain CX metrics, including response time, conversion %, and retention.
  • Prepare weekly and monthly reports to highlight trends and recurring pain points.
  • Identify workflow gaps and suggest process enhancements.

5. Team Contribution

  • Support and guide CX interns or junior members to maintain consistency in tone and process.
  • Collaborate with the marketing and product teams to align communication tone and post-sale experience.

Required Skills & Experience

  • 1–3 years of experience in Customer Experience / Client Servicing / Inside Sales (E-commerce preferred).
  • Exceptional communication — both written and verbal.
  • Strong patience, problem-solving, and negotiation skills.
  • Proficiency in Excel / Google Sheets for reporting and analysis.
  • Familiarity with CRM tools, WhatsApp Business platforms, or ticketing systems.
  • Ability to handle multiple conversations and priorities efficiently.
  • An understanding of E-commerce buying journeys and customer psychology.
  • A genuine interest in home décor, design, and storytelling.

What You'll Love About Working at IKIRU

  • A collaborative environment where ownership and empathy drive everything.
  • Direct exposure to the founder's team and high-growth decision-making.
  • A chance to build and scale the CX framework for a national-level home décor brand.
  • Work where creativity meets communication — and every chat shapes a story.

Please share your resume at

Job Type: Full-time

Pay: ₹20, ₹40,000.00 per month

Benefits:

  • Paid sick time
  • Work from home

Work Location: In person

  • Customer Relationship Manager

    1 day ago

    Vijay Nagar, Indore, Madhya Pradesh, India Clustal Full time ₹ 4,80,000 - ₹ 6,00,000 per year

    Job Title: Customer Relationship Executive / ManagerLocation: Vijay Nagar SquareRole Summary:Drive business growth by identifying opportunities, building client relationships, and closing deals. Responsible for market research, lead generation, and achieving revenue targets.Key Responsibilities:Identify and pursue new business opportunities.Develop and...

  • Customer Care Executive

    7 days ago

    Vijay Nagar, Indore, Madhya Pradesh, India VisionaryHire Full time

    **Role**: Customer Relationship Manager - Voice Agent - **Location**: Indore (scheme 78) - **Experience**: Fresher can also apply - **Process Type**: Voice - **Age Limit**: Up to 30 Years - **Salary Range**: 15k-20k/M **Bonus-**27% of salary **Working days-** 5 days a week **Key Responsibilities** - Resolve customer queries over calls with professionalism...

  • Customer Care Executive

    7 days ago

    Vijay Nagar, Indore, Madhya Pradesh, India Select Brands (I) Pvt. Ltd Full time ₹ 2,16,000 - ₹ 2,88,000 per year

    About the Job:We are looking for enthusiastic and customer-oriented individuals to join our customer care team. As a Customer Care Executive, you will be at the forefront of delivering exceptional customer service, addressing inquiries, resolving issues, and ensuring a positive shopping experience for our customers.Key Responsibilities:Customer Support:...

  • Customer Care Executive

    2 weeks ago

    Vijay Nagar, Indore, Madhya Pradesh, India Talent Matrix Full time

    **Urgent hiring for Customer Care Executive (Non-Voice)** **Location**: Geeta Bhawan, Indore **Experience Required**: 0-1 year in Sales, BPO, Customer Support, or related fields **Qualification**: 12th Pass or Graduate **Gender Preference**: Female **Working Days**: 5.5 days a week **Shift Timing**: - Monday to Friday: 12 PM to 9 PM - Saturday: 2 PM...

  • Customer Support Executive

    2 weeks ago

    Vijay Nagar, Indore, Madhya Pradesh, India Quintus Tech Pvt. Ltd. Full time

    We are seeking a detail-oriented **Customer Support Executive** to assist our Account Management team in supporting key client accounts. This position provides an excellent opportunity to learn about account management, customer relations, and business operations in a dynamic environment. **Key Responsibilities**: - Assist with client communication,...

  • Customer Support Executive

    2 weeks ago

    Vijay Nagar, Indore, Madhya Pradesh, India Quintus Tech Pvt. Ltd. Full time

    We are seeking a detail-oriented **Customer Support Executive** to assist our Account Management team in supporting key client accounts. This position provides an excellent opportunity to learn about account management, customer relations, and business operations in a dynamic environment. **Key Responsibilities**: - Assist with client communication,...

  • Customer Experience Manager

    1 week ago

    Indore, Madhya Pradesh, India Airtel Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Hi Value Customer Experienceresponsible for Broadband, Black & Postpeaid Mobile customer experience Proactive churn management Collection & Retention Interactions reduction - Calls / App / IVR Close coordination with Marketing , D2C, HDO & Network teams New acq quality control 0-6 AON BD & M4 decay reduction SLA & Resolution adherence ...

  • Customer Care Executive

    2 weeks ago

    Vijay Nagar, Indore, Madhya Pradesh, India Elite Manpower and Training Academy-EMTA Full time ₹ 15,000 - ₹ 25,000 per year

    Job Title: Customer Support Executive (Inbound/Outbound)Location: Indore (M.P.)Salary: ₹15,500/month (In-hand)Experience: Freshers & ExperiencedEducation: Graduation MandatoryShift: 9-hour rotational shiftsMales: 24x7 rotationalFemales: Between 7 AM – 8 PMWorking Days: 6 days a week (1 rotational off)Requirements:Excellent communication skills...

  • Customer Care Executive

    2 weeks ago

    Vijay Nagar, Indore, Madhya Pradesh, India PN SATHERBAL PVT.LTD Full time

    Customer Care Executive **Responsibilities**: - Respond to customer inquiries and complaints in a timely and professional manner. - Resolve customer issues efficiently and effectively. - Process customer orders and requests. - Maintain accurate customer records. - Contribute to a positive and professional customer experience. Qualification: - At least...

  • Hiring Freshers

    2 weeks ago

    Vijay Nagar, Indore, Madhya Pradesh, India Appstean Infotech Pvt Ltd Full time

    **Job Title**: Customer Support Representative **Job Overview**: **Key Responsibilities**: - **Problem Resolution**: Diagnose and resolve customer issues, ensuring that problems are addressed effectively and efficiently. - **Product/Service Knowledge**: Maintain a deep understanding of our products and services to provide accurate information and guidance...