About AGRIM

AGRIM is a Series B-funded AgriTech startup building India's largest on-demand B2B marketplace for agri-inputs. Covering the pre-harvest value chain - seeds, pesticides, fertilizers, agro-tools, and animal feed - agri-inputs represent the third-largest retail supply chain in India, valued at $50B+.

Our mission is to simplify this fragmented and data-dark supply chain using technology, while creating deep impact in the largest sector of the Indian economy.

Founded in 2020, AGRIM is led by IIT/IIM alumni and ex-entrepreneurs with successful exits. Today, we are the largest agri-input marketplace in India, serving 10% of the country's agri-input retailers and distributing across 90%+ of rural India's pincodes. With a 400+ member team, AGRIM is in hyperscale mode and shaping the future of agri-commerce.

Interested in joining the rocketship?

Key Highlights

$50B Market Opportunity: B2B e-commerce marketplace for Agri-Inputs.

Strong Founding Team: IIT/IIM alumni, ex-entrepreneurs with proven exits.

Well-Funded: $20M Series B; backed by 4 Tier-1 investors.

Hyper Growth: Scaling 2X month-on-month.

Pan-India Scale: 1,000+ manufacturers | 100,000+ retailers onboarded.

Robust Team: 400+ full-time employees from e-commerce & agri sectors.

Role Overview:

We are seeking a highly customer-obsessed professional to lead AGRIM's Customer Experience agenda. This is an individual contributor role with high visibility, where you will act as the voice of the customer inside the organization - ensuring every decision, process, and product reflects customer-first thinking.

You will directly own critical CX metrics and work cross-functionally with operations, product, supply, and demand teams to solve pain points and elevate customer satisfaction.

Key Responsibilities:

Customer Experience Ownership:

1. Be the voice of the customer within AGRIM, ensuring Customer Experience is central to decision-making.

2. Lead the overall Customer Experience charter by continuously identifying, prioritizing, and solving key customer pain points.

Metric Accountability:

1. Own and deliver on critical Customer Impacting KPIs:

2. Net Promoter Score (NPS)

3. Customer Support CSAT

4. Cancellation %

5. Post-Delivery Issues %

6. Return %

7.Compliance to Delivery TATs

8.Program-manages cross-functional initiatives to improve CX metrics.

9.Build dashboards and governance to track progress on targets.

10.Partner with Ops, Product & Category teams to run improvement programs (e.g., reduce cancellations, post-delivery issues, improve TATs).

Customer Insights & Advocacy:

1. Regularly engage with customers through calls, surveys, and on-ground visits to gather direct feedback.

2. Design and implement structured NPS collection processes at multiple levels

3. Translate insights and NPS trends into actionable recommendations and share with leadership and cross-functional teams.

4. Analyze CX impact on retention and identify levers to drive repeat usage and loyalty.

Cross-Functional Influence:

1. Work closely with Operations, Product, Supply, and Demand teams to fix systemic issues impacting customer experience.

2. Partner with Product to design and prioritize CX-driven features and automations.

3. Influence processes, policies, and partner SLAs to align with customer expectations.

Skill Sets Required:

1. Customer Centricity: Passion for solving customer pain points.

2. Data Thinking: Identify metrics and drive CX insights.

3. Communication: Strong storytelling to voice customer perspective.

4. On-Ground Hustle: Engage customers directly via calls and visits.

5. Collaboration: Influence cross-functional teams without authority.

Why Join Us?

1. Shape CX in Agritech: Own the CX in one of India's fastest-growing B2B startups.

2. High-Impact IC Role: Work with leadership to drive transformation.

3. Be the Customer's Voice: Champion customer-first thinking company-wide.

4. See Your Work in Action: Influence tangible changes in delivery, support & product experience.