Description:

AGRIM is a Series B-funded AgriTech startup building Indias 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 countrys agri-input retailers and distributing across 90%+ of rural Indias 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:

- $50B Market Opportunity: B2B e-commerce marketplace for Agri-Inputs.

- Strong Founding Team: IIT/IIM alumni, ex-entrepreneurs with proven exits.

- Well-Funded: $20M Series B; backed by 4 Tier-1 investors.

- Hyper Growth: Scaling 2X month-on-month.

- Pan-India Scale: 1,000+ manufacturers | 100,000+ retailers onboarded.

- Robust Team: 400+ full-time employees from e-commerce & agri sectors.

Role Overview:

We are seeking a highly customer-obsessed professional to lead AGRIMs 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 Indias fastest-growing B2B startups.

- High-Impact IC Role: Work with leadership to drive transformation.

- Be the Customers Voice: Champion customer-first thinking company-wide.

- See Your Work in Action: Influence tangible changes in delivery, support & product experience.