Senior Manager/Associate Director - Customer Experience

ninjacartBengaluru, India | KarnatakaOnsite

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Associate Director - Customer Experience

Ninjacart - Pioneer. Challenge Yourself. Create Better Lives.Ninjacart is a pioneer in agritech. We believe in fostering a culture of innovation. We develop professionals who pioneer new ideas, simplify customer experiences, and impact the lives of millions. Our employees take complete ownership and truly belong.Ninjacart is India's leading agri-platform, which leverages technology and data to organize the agri-commerce ecosystem. Over the last 8 years, our made-for-India technology and India-centric solutions have disrupted the way fruits and vegetables move from farms to consumers’ plates.

We empower farmers and other players in the ecosystem in ways never done before. Ninjacart aims to be the digital network for global agri-commerce that solves structural problems such as information asymmetry, payment hassles, distribution inefficiency, and discovering new buyers and sellers with tech-first solutions. Ninjacart has raised over $350mn from Walmart Group, Tiger Global, Accel US, Accel India, Syngenta, and others. We are one of the top 25 startups to work for, according to Linkedin.We are a highly motivated, results driven community, who focus on proactive approaches to problem solving.

We cherish entrepreneurial spirit and provide significant operating autonomy to senior leaders. There are ample opportunities and challenges to be solved at scale and in real-time.Read More:● How Ninjacart has evolved in the last 8 years: https://www.youtube.com/watch?v=J9Kts-O7tv4● Ninjacart Blog :https://www.ninjacart.in/blog/● Nandan Nilekani on Ninjacart : https://www.linkedin.com/posts/ninja-cart_tech-pioneersatwork-ninjacart-activity-70 27281166617505792-pciW● Building a great workplace - Ninjacart’s top priority: https://www.ninjacart.in/blog/building-a-great-workplace-ninjacarts-top-priority/ ● Ninjacart Culture CODE: https://www.linkedin.com/posts/ninja-cart_ninja-code-our-values-activity-707682140254838 7840-KuL1Location: Bangalore, KAAbout the TeamThe customer experience team assists customers across personas: Farmers, Traders, and Retailers in the value chain of agri economy. Apps dedicated to these customer personas help business scale and innovate rapidly but it also brings complex and unique challenges when it comes to solving the customer issues effectively. This growth engine will fuel the next phase of Ninjacart’s journey in cementing its place in the industry as an innovation and execution leader.

This is a team which is a mix of Business, Execution, Category, Product, Analytics and brings a mix of speed and innovation to solve tough problem statements.Responsibilities:

Deliver on Inbound Support Metrics such as: First Time Right [FTR%], Customer Satisfaction Score [ CSAT], Resolution SLA, Productivity %, Cost per Ticket [ CPT] and Outbound metrics such as: (i) Connect Rate % and (ii) Conversion % [ Inside Sales Metrics ] across all NC business units and campaigns.
Improve the Bar for Talent on CX Team by actively coaching, mentoring and hiring the right talent with the “Business growth” bent of mind.
Work with stakeholders in product, business, and analytics to minimize [ if not eliminate] high frequency and high impact issues across all business units.
Set up frameworks [ example: NPS survey] to derive customer insights and plug them into the product roadmaps across all business units.

A Ninja is resilient, smart, and ambitious. Sounds like you? Here’s what you will need to have to join the Ninja Clan

6+ years of overall experience
At least 2+ yrs in CX role
Preferably from a Ecom or tech companies
MBA preferred

Additional InformationAt Ninjacart, we are creating a workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.

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{ "@context" : "http://schema.org/", "@type" : "JobPosting", "url" : "https://ninjacart.freshteam.com/jobs/zPBAxr1b8Gf7/Senior%20Manager%2FAssociate%20Director%20-%20Customer%20Experience", "title" : "Senior Manager/Associate Director - Customer Experience", "description" : "<span style="font-size:19pt;font-family:'Helvetica Neue',sans-serif;color:#538135;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Associate Director - Customer Experience <span style="font-size:13.999999999999998pt;font-family:'Helvetica Neue',sans-serif;color:#538135;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Ninjacart - <span style="font-size:13.999999999999998pt;font-family:'Helvetica Neue',sans-serif;color:#dc6e2e;background-color:#ffffff;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Pioneer.

Challenge Yourself. Create Better Lives. <span style="font-size:11pt;font-family:'Helvetica Neue',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Ninjacart is a pioneer in agritech.

We believe in fostering a culture of innovation. We develop professionals who pioneer new ideas, simplify customer experiences, and impact the lives of millions. Our employees take complete ownership and truly belong.<div> </div><span style="font-size:11pt;font-family:'Helvetica Neue',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Ninjacart is India's leading agri-platform, which leverages technology and data to organize the agri-commerce ecosystem.

Over the last 8 years, our made-for-India technology and India-centric solutions have disrupted the way fruits and vegetables move from farms to consumers’ plates. We empower farmers and other players in the ecosystem in ways never done before. <div> </div><span style="font-size:11pt;font-family:'Helvetica Neue',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Ninjacart aims to be the digital network for global agri-commerce that solves structural problems such as information asymmetry, payment hassles, distribution inefficiency, and discovering new buyers and sellers with tech-first solutions. <div> </div><span style="font-size:11pt;font-family:'Helvetica Neue',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Ninjacart has raised over $350mn from Walmart Group, Tiger Global, Accel US, Accel India, Syngenta, and others.

We are one of the top 25 startups to work for, according to Linkedin.<div> </div><span style="font-size:11pt;font-family:'Helvetica Neue',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">We are a highly motivated, results driven community, who focus on proactive approaches to problem solving.

We cherish entrepreneurial spirit and provide significant operating autonomy to senior leaders. There are ample opportunities and challenges to be solved at scale and in real-time.<div> </div><span style="font-size:11pt;font-family:Calibri,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Read More:<span style="font-size:11pt;font-family:Calibri,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">● <span style="font-size:11pt;font-family:Calibri,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">How Ninjacart has evolved in the last 8 years<span style="font-size:11pt;font-family:Calibri,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">: <a href="https://www.youtube.com/watch?v=J9Kts-O7tv4" style="text-decoration:none;" rel="noreferrer"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:underline;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">https://www.youtube.com/watch?v=J9Kts-O7tv4</a><span style="font-size:11pt;font-family:Calibri,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">● Ninjacart Blog :<span style="font-size:11pt;font-family:Calibri,sans-serif;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:underline;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">https://www.ninjacart.in/blog/<span style="font-size:11pt;font-family:Calibri,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">●<span style="font-size:11pt;font-family:Calibri,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;"> Nandan Nilekani on Ninjacart : <span style="font-size:11pt;font-family:Calibri,sans-serif;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:underline;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">https://www.linkedin.com/posts/ninja-cart_tech-pioneersatwork-ninjacart-activity-70 27281166617505792-pciW<span style="font-size:11pt;font-family:Calibri,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;"> <span style="font-size:11pt;font-family:Calibri,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">● <span style="font-size:11pt;font-family:Calibri,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Building a great workplace - Ninjacart’s top priority: <span style="font-size:11pt;font-family:Calibri,sans-serif;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:underline;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">https://www.ninjacart.in/blog/building-a-great-workplace-ninjacarts-top-priority/ <span style="font-size:11pt;font-family:Calibri,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">● <span style="font-size:11pt;font-family:Calibri,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Ninjacart Culture CODE: <span style="font-size:11pt;font-family:Calibri,sans-serif;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:underline;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">https://www.linkedin.com/posts/ninja-cart_ninja-code-our-values-activity-707682140254838 7840-KuL1<span style="font-size:11pt;font-family:'Helvetica Neue',sans-serif;color:#538135;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Location: Bangalore, KA <span style="font-size:11pt;font-family:'Helvetica Neue',sans-serif;color:#538135;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">About the Team<span style="font-size:11pt;font-family:'Helvetica Neue',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">The customer experience team assists customers across personas: Farmers, Traders, and Retailers in the value chain of agri economy.

Apps dedicated to these customer personas help business scale and innovate rapidly but it also brings complex and unique challenges when it comes to solving the customer issues effectively. <span style="font-size:11pt;font-family:'Helvetica Neue',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">This growth engine will fuel the next phase of Ninjacart’s journey in cementing its place in the industry as an innovation and execution leader.

This is a team which is a mix of Business, Execution, Category, Product, Analytics and brings a mix of speed and innovation to solve tough problem statements.<span style="font-size:11pt;font-family:'Helvetica Neue',sans-serif;color:#538135;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Responsibilities:<span style="font-size:11pt;font-family:'Helvetica Neue',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;"> <ul style="margin-top:0;margin-bottom:0;"><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:'Helvetica Neue',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:11pt;font-family:'Helvetica Neue',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Deliver on Inbound Support Metrics such as: First Time Right [FTR%], Customer Satisfaction Score [ CSAT], Resolution SLA, Productivity %, Cost per Ticket [ CPT] and Outbound metrics such as: (i) Connect Rate % and (ii) Conversion % [ Inside Sales Metrics ] across all NC business units and campaigns. </li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:'Helvetica Neue',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:11pt;font-family:'Helvetica Neue',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Improve the Bar for Talent on CX Team by actively coaching, mentoring and hiring the right talent with the “Business growth” bent of mind. </li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:'Helvetica Neue',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:11pt;font-family:'Helvetica Neue',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Work with stakeholders in product, business, and analytics  to minimize [ if not eliminate] high frequency and high impact issues across all business units. </li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:'Helvetica Neue',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:11pt;font-family:'Helvetica Neue',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Set up frameworks [ example: NPS survey] to derive customer insights and plug them into the product roadmaps across all business units. </li></ul> <span style="font-size:11pt;font-family:'Helvetica Neue',sans-serif;color:#538135;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">A Ninja is resilient, smart, and ambitious.

Sounds like you? Here’s what you will need to have to join the Ninja Clan <div> </div><ul style="margin-top:0;margin-bottom:0;"><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:'Helvetica Neue',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:11pt;font-family:'Helvetica Neue',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">6+ years of overall experience</li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:'Helvetica Neue',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:11pt;font-family:'Helvetica Neue',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">At least 2+ yrs in CX role</li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:'Helvetica Neue',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:11pt;font-family:'Helvetica Neue',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Preferably from a Ecom or tech companies</li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:'Helvetica Neue',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:11pt;font-family:'Helvetica Neue',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">MBA preferred</li></ul><span style="font-size:11pt;font-family:'Helvetica Neue',sans-serif;color:#538135;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Additional Information<span style="font-size:11pt;font-family:'Helvetica Neue',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;"> <span style="font-size:11pt;font-family:'Helvetica Neue',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">At Ninjacart, we are creating a workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity.

We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.<div> </div><div> </div>", "datePosted" : "2024-11-10 18:28:26 UTC", "employmentType" : "FULL_TIME", "remote" : "false", "hiringOrganization" : { "@type":"Organization", "name":"63IDEAS INFOLABS PRIVATE LIMITED" }, "jobLocation" : { "@type": "Place", "address": { "@type": "PostalAddress", "streetAddress": "", "addressRegion": "Bangalore", "postalCode": "", "addressLocality": "Karnataka", "addressCountry": "India" } } } var translation = { 'employer_title': `Designation`, 'employer_company': `Company/Business name`, 'employer_start_date': `Start date`, 'employer_end_date': `End date`, 'employer_is_current': `I currently work here`, 'employer_summary': `Summary`, 'employer_remove': `Remove this employer`, 'education_degree': `Degree`, 'education_field_of_study': `Field of study/major`, 'education_school_name': `Institution/school name`, 'education_start_date': `Start date`, 'education_end_date': `End date`, 'education_is_current': `Currently pursuing`, 'education_grade': `Grade`, 'education_remove': `Remove this degree` };

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