Customer Experience Manager

2 weeks 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

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