IKIRU is a curated home decor and furniture brand that connects
300+ manufacturers and artisans
from across India to design-conscious customers.
We believe every home tells a story -- and we make that story effortless through curated design, transparent communication, and a seamless buying experience.
About the Role
We're looking for a
Customer Experience Manager
who can be the voice of IKIRU to every customer.
Someone who doesn't just reply to messages -- but listens, understands, and solves.
Someone who can convert curiosity into trust and one-time buyers into lifelong customers.
You'll manage daily customer conversations across
WhatsApp, calls, and chat
, lead the pre- and post-purchase journeys, and ensure every interaction reflects our brand warmth and reliability.
This role demands ownership -- from handling escalations and coordinating logistics, to tracking metrics, refining processes, and mentoring the CX team.
Key Responsibilities
1. Customer Conversations & Conversions
Handle end-to-end customer interactions via WhatsApp, call, and chat.
Convert queries into purchases through product recommendations and empathy-led conversations.
Manage follow-ups, abandoned carts, and repeat purchase touchpoints.
2. Relationship & Retention
Build trust through consistent and transparent updates.
Take proactive measures to improve satisfaction and loyalty.
Maintain feedback loops and ensure actionable insights reach relevant teams.
3. Cross-Team Coordination
Liaise with operations, vendor, and logistics teams for delivery timelines and resolutions.
Manage expectations between customers and backend teams with clarity and accountability.
4. Reporting & Process Improvement
Track and maintain
CX metrics
, including response time, conversion %, and retention.
Prepare weekly and monthly reports to highlight trends and recurring pain points.
Identify workflow gaps and suggest process enhancements.
5. Team Contribution
Support and guide CX interns or junior members to maintain consistency in tone and process.
Collaborate with the marketing and product teams to align communication tone and post-sale experience.
(E-commerce preferred).
Exceptional communication -- both written and verbal.
Strong patience, problem-solving, and negotiation skills.
Proficiency in
Excel / Google Sheets
for reporting and analysis.
Familiarity with
CRM tools
, WhatsApp Business platforms, or ticketing systems.
Ability to handle multiple conversations and priorities efficiently.
An understanding of
E-commerce buying journeys
and customer psychology.
A genuine interest in
home decor, design, and storytelling.
What You'll Love About Working at IKIRU
A collaborative environment where ownership and empathy drive everything.
Direct exposure to the founder's team and high-growth decision-making.
A chance to build and scale the CX framework for a national-level home decor brand.
Work where creativity meets communication -- and every chat shapes a story.
Please share your resume at alisha@ikiru.in
Job Type: Full-time
Pay: ₹20,000.00 - ₹40,000.00 per month
Benefits:
Paid sick time
Work from home
Work Location: In person
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