Customer Experience Manager

Akidha; Goregaon; On-site; INR 2,400,000 - 3,400,000; Full time

Job summary

Akidha is hiring a Manager Customer Experience Operations to own and scale the post-order customer journey across communications, delivery updates, and issue resolution. The role requires building support processes, reducing friction, and driving prepaid adoption in a fast-paced consumer health tech environment.

Ideal candidates have 4–6 years in CX, HealthTech or e-commerce, strong CRM and data skills, and the ability to lead a cross-functional team while improving customer trust and retention.

Qualifications

• Graduate with MBA preferred, CX/Operations exposure.

Responsibilities

• Own the complete customer journey after order placement until successful delivery and repeat purchase.
• Design and continuously improve customer communication across calls, WhatsApp, SMS, email, etc.
• Coordinate with Operations, Logistics, and Warehouse for seamless updates.
• Define SOPs, SLAs, escalation matrices, and quality standards for CX.
• Build proactive communication around order confirmations, delays, dispatches, and delivery updates.
• Manage cancellations, returns, refunds, damages, and RTO with structured escalation.
• Develop retention and refill programs to drive repeat orders.
• Identify prepaid conversion blockers and improve trust with customers.
• Collect and analyze VOC data and present insights to leadership.
• Lead and train the CX team; drive CRM adoption and automation.

Skills

Customer Journey

Team Leadership

Cross-functional

Data analysis

CRM knowledge

Education

MBA preferred

Graduate degree

CX Certifications

Tools

Zoho Desk

Freshdesk

Salesforce

WATI WhatsApp

Ozonetel

Excel

AI tools

Job description

Job Description

Job Title: Manager Customer Experience Operations

Job Summary

We are looking for a customer-centric leader who can build and scale the complete post-order customer experience for Akidha. This role is responsible for owning every customer interaction after an order is placedfrom order confirmation and medicine substitution communication to delivery updates, issue resolution, customer retention, and refill journeys.

The ideal candidate should have strong operational thinking, excellent communication skills, and experience building customer support processes in a fast-paced consumer business. This role requires someone who can identify customer pain points, drive cross-functional improvements, and build systems that improve trust, customer retention, and prepaid adoption.

Key Responsibilities

Customer Journey Management

• Own the complete customer journey after order placement until successful delivery and repeat purchase.
• Design and continuously improve customer communication across calls, WhatsApp, SMS, email, and other customer touchpoints.
• Ensure customers clearly understand medicine substitutions through simple and effective communication.
• Reduce customer friction across the entire post-order journey.

Customer Support Operations

• Manage daily customer support operations and escalations.
• Define SOPs, SLAs, escalation matrices, and quality standards.
• Conduct regular quality audits and coaching sessions for the support team.
• Improve response time, resolution time, and customer satisfaction.

Order Fulfilment & Customer Communication

• Build proactive communication around order confirmations, delays, dispatches, delivery updates, and exceptions.
• Reduce "Where is my order?" enquiries through better visibility and timely updates.
• Coordinate with Operations, Logistics, and Warehouse teams to ensure seamless customer communication.

Issue Resolution

• Manage cancellations, returns, refunds, damaged products, delivery failures, and RTO cases.
• Establish structured escalation workflows and resolution timelines.
• Perform root cause analysis and collaborate with internal teams to eliminate recurring customer issues.

Customer Retention & Refill Programs

• Develop customer retention and repeat-order strategies.
• Build refill reminder programs for chronic medication customers.
• Improve first-order to second-order conversion.
• Design customer win-back initiatives following service failures.

Customer Trust & Prepaid Conversion

• Identify customer concerns that prevent prepaid purchases.
• Develop initiatives to improve customer confidence and prepaid order adoption.
• Reduce RTO through better communication, address verification, and customer intent validation.

Voice of Customer (VOC)

• Collect and analyse customer feedback across calls, chats, reviews, and complaints.
• Identify recurring customer pain points and recommend process improvements.
• Present monthly Voice of Customer insights to leadership.

Compliance & Patient Safety

• Ensure customer communication complies with healthcare and pharmacy regulations.
• Route medical and medicine-related queries to qualified pharmacists.
• Maintain customer confidentiality and data privacy standards.
• Ensure all communication templates comply with regulatory requirements.

Team Leadership & Process Improvement

• Recruit, train, mentor, and manage the Customer Experience team.
• Build quality monitoring, training, and performance management systems.
• Drive CRM adoption, workflow automation, and AI-enabled customer support initiatives.
• Continuously improve customer experience processes through technology and automation.

Candidate Profile

Education

• Graduate in any discipline (MBA preferred).
• Certifications in Customer Experience, Operations, Service Excellence, or CRM tools will be an advantage.

Experience

• 4- 6 years of experience in Customer Experience, Customer Operations, Customer Success, or Service Delivery.
• Experience in HealthTech, E-commerce, Online Pharmacy, Diagnostics, D2C, Quick Commerce, Retail, or Consumer Internet businesses preferred.
• Experience building or scaling customer support operations is highly desirable.

Technical Skills

• Experience with CRM platforms such as Zoho Desk, Freshdesk, Salesforce, or similar.
• Familiarity with customer communication platforms such as WATI WhatsApp, Ozonetel, or cloud telephony solutions.
• Strong Microsoft Excel and reporting skills.
• Experience using AI tools (ChatGPT, Claude, etc.) for process improvement and customer support automation.
• Knowledge of customer analytics dashboards and reporting tools is preferred.

Key Competencies

• Customer-first mindset.
• Strong leadership and people management skills.
• Excellent verbal and written communication.
• Analytical and problem-solving ability.
• Process improvement orientation.
• Cross-functional stakeholder management.
• Decision-making and ownership.
• High attention to detail.
• Ability to thrive in a fast-paced startup environment.

Key Deliverables

• Customer Journey Improvement Framework.
• Customer Support SOPs & Quality Framework.
• Customer Satisfaction (CSAT) Dashboard.
• Voice of Customer (