Customer Experience

About AGRIM

AGRIM is a Series B-funded AgriTech startup building India's 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 country's agri-input retailers and distributing across 90%+ of rural India's 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

1. $50B Market Opportunity
   : B2B e-commerce marketplace for Agri-Inputs.
2. Strong Founding Team
   : IIT/IIM alumni, ex-entrepreneurs with proven exits.
3. Well-Funded
   : $20M Series B; backed by 4 Tier-1 investors.
4. Hyper Growth
   : Scaling
   2X month-on-month
   .
5. Pan-India Scale
   : 1,000+ manufacturers | 100,000+ retailers onboarded.
6. Robust Team
   : 400+ full-time employees from e-commerce & agri sectors.

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.