Manager - Customer Delight

Ugaoo Agritech Pvt. Ltd.; Pune District; On-site; INR 1,000,000 - 1,500,000; Full time

Benefits offered by this job

Continuous learning opportunities

Collaborative culture

Performance recognition

Job summary

A leading D2C gardening brand is seeking a Manager – Customer Delight to enhance customer satisfaction and loyalty through effective team leadership. This role focuses on developing strategies, managing a team, and ensuring exceptional customer experiences. Ideal candidates will have a Bachelor's degree and proven leadership experience in customer service, preferably in the D2C sector.

Qualifications

• Experience in a customer service role as Assistant Manager/Manager, preferably in a D2C company.
• Strong leadership and team-building skills.
• Excellent verbal and written communication skills.

Responsibilities

• Design and implement strategies for customer satisfaction and retention.
• Lead and train the Customer Delight team.
• Manage customer service policies and procedures.

Skills

Leadership

Customer service

Mentoring

Strategic thinking

Communication skills

Education

Bachelor's degree

Tools

Customer service software

Job description

AUgaoo is a leading D2C brand in India's booming home gardening space. We provide a comprehensive range of live plants, seeds, tools, and plant care essentials. Our mission is to make urban gardening accessible, enjoyable, and sustainable. We are a content-first company dedicated to building the ultimate community for plant parents.

What does that mean for you?

It means you have the opportunity to be part of a dynamic, fast-growing company that time-tested wisdom with modern innovation. As a young company,Ugaoo is the perfect place for those eager to make an impact, push boundaries, and grow—bothpersonally and professionally.

What’s In It for You?

• Continuous Learning:At Ugaoo, we’re committed to your personal and professionaldevelopment. Whether you’re honing your skills or exploring new ones, we provide the toolsand environment you need to grow.
• Ownership of Your Journey: You’ll have the freedom to take charge of your projects and seethem through from start to finish. We value initiative and empower our team members tolead with confidence.
• Collaborative Culture: You’ll work alongside a team of passionate individuals who supporteach other every step of the way. We believe in the power of collaboration, where everyvoice is heard, and every idea counts.
• Room to Shine: In our performance-driven environment, your contributions won’t gounnoticed. We celebrate success and ensure that your achievements are recognized andrewarded.

About the Opportunity:

As the Manager – Customer Delight, you will lead a team dedicated to enhancing our customers’plant care journey. You’ll ensure proactive and engaging support by empowering your team with theright training, resources, and strategies. This role is pivotal in fostering lasting relationships, drivingloyalty, and promoting a culture of customer-centric excellence.

Responsibilities:

Customer Experience

• Design and implement strategies to improve customer satisfaction, loyalty, and retention.
• Ensure customers receive proactive support, education, and guidance for their gardeningneeds.
• Resolve escalated customer issues, ensuring timely and satisfactory outcomes.
• Set clear performance goals and consistently monitor Key Performance Indicators (KPIs) suchas response time, resolution time, customer satisfaction (CSAT), and Net Promoter Score(NPS).
• Ensure the Net Promoter Score (NPS) remains above 90% by delivering exceptional customerexperiences and fostering loyalty.
• Continuously identify and implement opportunities to enhance customer satisfaction acrossall communication channels, including phone, email, chat, and social media platforms likeTwitter, Facebook, LinkedIn, and Instagram (comments and DMs).
• Develop and maintain customer service policies, procedures, and standards.

Team Management and Development

• Recruit, mentor, and manage the Customer Delight team.
• Conduct training sessions and workshops focused on plant management andcustomer engagement.
• Foster an environment of encouragement, empowerment, and professional growth.

Industry Awareness and Innovation

• Stay ahead of industry trends and incorporate best practices into the team’s approach.
• Leverage the latest tools and technologies to enhance customer interactions and supportefficiency.

Requirements:

• Bachelor's degree in any field
• Proven experience in a customer service as Assistant Manager/Manager, preferably in theD2C company
• Strong leadership and team-building skills, with a focus on mentoring and development.
• Proficiency in customer service tools, software, and databases.
• Excellent verbal and written communication skills, with strong troubleshooting capabilities.
• Ability to think strategically, manage priorities, and implement innovative solutions.
• Passion for gardening and knowledge of plant care is highly desirable.

Who We’re Looking For

We’re looking for individuals who are ready to take the next step in their career. If you’re driven,eager to learn, and excited about taking ownership of your work, Ugaoo is the place for you.

Join us, and let’s grow together—starting with you; because we believe Plants Grow People