Manager - Customer Delight

About Us: Your Growth, Our Priority

At Ugaoo, we're more than just a gardening brandwe're a movement. Rooted in the rich legacy of Namdeo Umaji Agritech, a pioneer with over 135 years of expertise in agriculture and horticulture, Ugaoo is charting a fresh course for the future of gardening. The global gardening market is projected to grow to $120 billion by 2027, and were at the forefront of this transformation.

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 growboth personally and professionally.

What's in it for you:

• Continuous Learning: At Ugaoo, were committed to your personal and professional development. Whether youre honing your skills or exploring new ones, we provide the tools and environment you need to grow.

• Ownership of Your Journey: Youll 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: Youll 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 wont 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. Youll 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 team.

• Conduct regular training sessions and workshops focused on plant management and
customer engagement.

• Foster an environment of encouragement, empowerment, and professional growth.

Industry Awareness and Innovation

• Stay ahead of industry trends and incorporate best practices into the teams approach.

• Leverage the latest tools and technologies to enhance customer interactions and support
efficiency.

Requirements:

• Bachelor's degree in any field

• Proven experience in a customer service as Assistant Manager/Manager, preferably in the D2C
company.

• Strong leadership and team-building skills, with a focus on mentoring and development.

• Proficiency in customer service tools, software, and databases.

• Excellent verbal and written communication skills, with strong troubleshooting capabilities.

• Ability to think strategically, manage priorities, and implement innovative solutions.

• Passion for gardening and knowledge of plant care is highly desirable.