Manager (Customer Experience)

Pune, Maharashtra, India | AAC | Full-time

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AgroStar is India’s foremost AgTech start-up with a mission of #HelpingFarmersWin through right advisory and solutions, powered by data and technology. It was started with a  vision to solve two of the biggest problems in Indian agriculture - Lack of guidance for healthy and sustainable farming AND limited access to quality farm inputs for consistent and qualitative farming. 

With technology at its core, we have built an innovative & sustainable ecosystem that includes products such as a customized enterprise sales solutions that maps data of farmers' crop life cycles, India's first online farmer community, online agri-advisory with online shopping for inputs and an incomparable logistics solution for last mile rural connectivity. 

We have procured and partnered with leading national and international brands for major agri-inputs like seeds, crop nutrition, crop protection and farm implements, that are needed for farming and we deliver them at the doorstep of farmers. Thus, our efforts at AgroStar are focused to become the driving force to equip our farmers with the power of knowledge to farm better and smarter, through technology and up to date expert advice.  

The company is funded by prominent VCs like Chiratae Venture Partners, Aavishkaar Ventures, Bertelsmann and Accel Partners.  AgroStar is the winner of Economic Times' Best Startup Award 2016, under the 'Social Enterprise' category. 

In The Media

Fortune | Economic Times | Agribusiness Global | Yourstory | Entreprenuer Forbes|AmbitionBox

Our Team

We are a team of highly motivated individuals, who are willing to push beyond the ceiling, initiate new ideas and take challenges head on. Apart from coffee, working in an extremely fast-paced, dynamic work culture is what we passionate souls thrive on. We ride against the tide as time is never enough and there’s always more to do.

Know more about our culture : Culture@Agrostar

Our mission of ‘Helping Farmers Win’ is a tall task as we try to bring change and development to the grassroots of India. We need heroes who are dedicated to the mission, live the dream and drive it with passion. If that sounds like you, here’s more about the role:

 

Designation : Manager – Customer Experience
Working Days : 6 days working (Mon – Sat)
Experience : 5 to 8 years of relevant work experience, preferably in managing customer
experience function for a brand. Preferably someone who has implemented
multiple technology initiatives around Automation, AI & ML and analytics to
improve CSAT and NPS metric

Qualification : Graduate in any stream, however engineering from a reputed institute will

be an added advantage.

Certifications : PMP & Lean Six Sigma Green belt certification will be preferred
Skills Required : Problem-solving skills, critical thinking, detail orientation, strong analytical

skills

Technology Savvy : He/ She should be a technological savvy person and must have the pulse
and understanding of the new age and futuristic technologies other
companies are working / deploying to improve customer experience, CSAT
and NPS. He should be able to run multiple pilot programs using new age
technology tools which will help AgroStar create a competitive advantage.

Job Description:

-At least 4 - 6 years of prior work experience in managing multiple programs focused on
customer experience and process excellence
-Drive process improvement & transformational projects on key business problems through
digital transformation initiatives
-Drive multiple technology driven pilot programs across the CX function with commitment,
passion and persistence
-Generate business impact through Continual Improvement initiatives using AI & ML and
analytics
-Manager – CX will be a key member of the team responsible for the execution &
management of day to day operations and for providing subject matter expertise and
oversight for the customer experience team
-You will need to have an innovative mind-set to identify improvement opportunities to
optimize processes, decrease costs and improve CSAT & NPS metrics
-You would require transformation mind-set and eye for identifying automation/process
improvement opportunities.
-Strong project management skills with the ability to manage multiple tasks simultaneously,
resolve problems and present appropriate business solutions and recommendations.
-Develop performance goals & conduct regular one-on-ones with direct reports to review
individual performance, the performance of their team and offer on-going developmental
coaching
-Demonstrated ability to analyse and improve work processes; establish a course of action for
self and others to accomplish a specific goal
-Work well under pressure and follow through on items to completion while maintaining
professional demeanour
-Strong sense of initiative, the acumen to learn, adapt and collaborate
-Ability to multitask and work with people across teams & levels
Managing project deliverables in line with the project plan
-Excellent written and verbal communication skills
-Strong understanding of the call center industry and operations.
-Ability to work in dynamic, fast-paced environment.
-Understanding and ability to use statistical process analysis.