Job Description: Consumer Complaint Management: - Build a high-performance team to manage inbound consumer complaints across calls, WhatsApp, app, and in-person channels. - Establish TATs, escalation protocols, and resolution workflows to ensure a seamless and empathetic experience. - Create detailed SOPs for different complaint types - product quality, service delays, packaging, delivery behavior, etc. - Analyze complaint trends and proactively identify systemic issues to prevent recurrence. Returns & Refunds: - Design and manage the end-to-end returns and refund process, minimizing friction for customers while maintaining control on fraud and misuse. - Create a fair and consumer-friendly return policy tailored for rural consumers with assisted commerce needs. - Coordinate with logistics, finance, and inventory teams for seamless pickups, reverse logistics, and financial reconciliation. - Quality Control (QC): - Build strong quality audit processes at vendor, warehouse, and delivery levels to ensure product accuracy, condition, and compliance. - Conduct random sampling and inspections to flag substandard, expired, or mislabelled products. - Lead the implementation of preventive QC frameworks across categories - especially FMCG, cosmetics, electronics, and perishables. Consumer Satisfaction & NPS: - Own Rozana's Net Promoter Score (NPS) and customer satisfaction metrics across all channels. - Deploy regular surveys, focus groups, and voice-of-customer programs to collect insights and build trust. - Drive continuous process improvements based on real consumer feedback. Team Building & Leadership: - Recruit and lead a team of senior managers across complaints resolution, returns operations, and QC auditing. - Collaborate with Category, Tech, Ops, and Supply Chain teams to close feedback loops across the organization. - Set clear KRAs, SLAs, and SOPs for each vertical under Consumer Service. Compliance & Training: - Establish and ensure adherence to regulatory and ethical standards in quality control and complaint resolution. - Create regular training modules for field teams, call centers, and warehouse staff on product handling, packaging, and customer behavior. Key Qualifications: - 12-18 years of experience in consumer service, returns management, or quality control with top-tier e-commerce, D2C, or retail organizations. - Proven ability to build scalable complaint management and returns systems. - Experience working with cross-functional teams in supply chain, tech, and category. - Strong operational, analytical, and team leadership skills. - Empathy for Bharat - ability to understand and adapt systems for rural consumers. Preferred Background: - Prior experience in companies like Amazon, Flipkart, Meesho, BigBasket, DMart, Nykaa, Tata 1mg, or similar. - Exposure to fast-moving categories such as FMCG, electronics, cosmetics, footwear, or perishables. - Familiarity with CRM systems, consumer grievance redressal systems, and quality assurance tools. Why Join Rozana? - Shape the inventory backbone of India's most mission-driven rural commerce platform. - Solve unique challenges of rural and small-town commerce with high-impact outcomes. - Work with top talent across operations, category, and product to scale rural supply chains to 100,000+ villages in the next 1 year. - Build and lead one of the most critical verticals in Rozana's growth journey.

Delhi NCR

Customer Experience Role - Rural Commerce 

Job Description for Customer Experience Role - Rural Commerce  in Meraki Connect in  Delhi NCR for (12-18) years of experience. Apply Now!