Amala Earth - Head - Customer Experience/Seller Support & Operations (8-15 yrs)

We at BC Jindal group are looking for a Customer Experience Head at our e-commerce marketplace, Amala Earth (one-stop platform dedicated to natural products, a way to conscious living).

Company Description :

Amala Earth is a sustainable lifestyle brand dedicated to offering earth-friendly products that promote a greener future. Our mission is to provide high-quality, environmentally conscious alternatives that inspire individuals to live more sustainably.

At Amala Earth:

We are committed to strengthening diversity, equity, and inclusion at the workplace through an enabling environment, supportive work-life policies for employees, and a culture that welcomes differences and creates a sense of belonging. We strive to create a work environment where all employees can develop and grow to achieve their full potential. We are an equal opportunity employer and are committed to maintaining respect and dignity for all.

Job Description:

As the Head of Customer Experience, Seller Support, and Operations, you will be responsible for delivering exceptional customer and seller experiences while ensuring seamless operational efficiency. You will lead, mentor, and grow a high-performing team, collaborate with cross-functional stakeholders, and establish best practices that align with Amala Earth's values of sustainability and customer centricity.

Responsibilities :

- Define and execute strategies to deliver world-class customer and seller experiences while ensuring seamless marketplace operations.

- Develop and implement systems, policies, and processes that enhance customer satisfaction (CSAT), loyalty, and retention, while addressing seller needs and empowering their success on the platform.

- Oversee end-to-end marketplace operations, including logistics, order fulfilment, returns management, and third-party logistics (3PL) partnerships, ensuring operational efficiency and cost optimization.

- Analyse customer and seller feedback to identify trends, pain points, and improvement opportunities, leveraging data-driven insights to inform strategy and improve service levels.

- Collaborate with cross-functional teams, including Product, Tech, and Marketing, to enhance tools, features, and communication channels that elevate the overall platform experience.

- Foster a seller-first support framework to on board, train, and enable sellers for success while addressing their queries, grievances, and feedback promptly.

- Lead, mentor, and inspire high-performing teams across Customer Experience, Seller Support, and Operations, setting clear KPIs and tracking performance to achieve organizational goals.

- Innovate and implement initiatives that optimize processes, reduce costs, and drive continuous improvement across all operational aspects.

Qualifications:

- Bachelor's degree in Business, Operations, or a related field; MBA preferred.

- 8+ years of experience in customer experience, seller support, and/or operations roles, preferably in e-commerce or marketplaces.

- Proven track record of leading cross-functional teams and driving results in a fast-paced environment.

Desired Skills:

- Strong analytical and problem-solving skills, with experience using data to inform decisions.

- Excellent communication and interpersonal skills to manage diverse stakeholders.

- Hands-on experience with CRM tools, support systems, and logistics platforms.

- A customer-first mindset with the ability to balance business goals and customer expectations.

You may visit our website at- https://amala.earth/