Manager - Customer Delight

Location: Ugaoo Farm, Talegaon (On-site) - https://maps.app.goo.gl/8cQ7yiL4HhAt9m596 About Us: 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…