Manager - Customer Delight

Ugaoo Agritech Pvt Ltd; Pune District; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Ugaoo is seeking a Manager - Customer Delight to lead a team dedicated to enhancing our customers' plant care journey. You will empower your team with the right training, resources, and strategies to deliver proactive, engaging support and foster loyalty.

Responsibilities include designing customer experience strategies, mentoring the team, and staying ahead of industry trends to improve interactions across channels.

Qualifications

• Bachelor's degree in any field.
• Proven experience in customer service as Assistant Manager/Manager, preferably in a D2C 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.

Responsibilities

• Design and implement strategies to improve customer satisfaction, loyalty, and retention.
• Ensure customers receive proactive support, education, and guidance for their gardening needs.
• Resolve escalated customer issues, ensuring timely and satisfactory outcomes.
• Set clear performance goals and consistently monitor KPIs such as response time, resolution time, CSAT, and NPS.
• Ensure the Net Promoter Score (NPS) remains above 90% by delivering exceptional customer experiences.
• Develop and maintain customer service policies, procedures, and standards.
• Recruit, mentor, and manage the Customer Delight team.
• Conduct regular training sessions and workshops focused on plant management and customer engagement.
• Foster an environment of encouragement, empowerment, and professional growth.
• 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 support efficiency.

Skills

Leadership

Customer service

Team management

Mentoring

Communication

Education

Bachelor's degree

Tools

CRM tools

Databases

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 blends 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 - both personally and professionally.

What's In It for You?

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

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 the right training, resources, and strategies. This role is pivotal in fostering lasting relationships, driving loyalty, 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 gardening needs.
• Resolve escalated customer issues, ensuring timely and satisfactory outcomes.
• Set clear performance goals and consistently monitor Key Performance Indicators (KPIs) such as response time, resolution time, customer satisfaction (CSAT), and Net Promoter Score (NPS).
• Ensure the Net Promoter Score (NPS) remains above 90% by delivering exceptional customer experiences and fostering loyalty.
• Continuously identify and implement opportunities to enhance customer satisfaction across all communication channels, including phone, email, chat, and social media platforms like Twitter, 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 regular training sessions and workshops focused on plant management and customer 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 support efficiency.

Requirements:

• Bachelor's degree in any field
• Proven experience in a customer service as Assistant Manager/Manager, preferably in the D2C 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