Role: Manager - Customer Love and Consumer Insights Reporting To: Shikhar Srikantiah – Head of Customer Love Experience: Minimum 2-5 years (preferably in Customer Support/ consumer related work) Location: Andheri East, Mumbai Working Days: Mon – Sat (6 days working) About the Company Who we are At The Whole Truth, our mission is to ‘re-build the world’s trust in its food’. We believe consumers have lost trust in big-food companies because they’ve been selling half-truths for ages. We believe the only way to remedy this, is for someone to stand up and speak the whole truth. Warts n’all. What we do We are India’s first (and perhaps only) 100% Clean Label food company. What that means is we make food so clean, (only) we can declare each ingredient proudly upfront. #nothingtohide. About the job The Whole Truth is one of the fastest growing and most loved brands in the country. We get this love because we are authentic: what we say is what we think is what we do is who we are. We also get this love because we live our values, one of which is Consumer is family. Customer Love The Customer Love (CL) function is at the forefront of consumer interactions at the company - both reactive and proactive. Everyone in this function is responsible for guarding the consumer experience pre, during and post- purchase. But CL at The Whole Truth isn’t like customer support elsewhere. Because we believe every 1-1 interaction (especially one which starts with a negative experience) with the customer is an opportunity to make them feel loved, and win them for life. We go to the root of the problem to give the best resolution, and feed this knowledge internally so we try and not repeat the same mistakes again. Role and Responsibilities • Lead the team of Customer Love executive who answer consumer queries on various channels such as Whatsapp, Email, Instagram, Calls, etc. • Own Customer Satisfaction Score (CSAT) across all the channels mentioned above. And close any escalations coming on the CL channels. • Audit for quality check of tickets done by CL agents, and train them to keep a continuous feedback loop of improving quality of responses. • Understand consumer order journeys and business processes end to end, identify gaps in both, to reduce the count of incoming tickets. • Own Whatsapp Chatbot that’s the first line of response to consumers. • Work with cross-functional teams such as Operations, Quality, Tech and Business to resolve relevant issues related to order delivery, product, tech, or business operations. • Own campaigns (on Whatsapp and Calls) to collect consumer feedback, opt-ins for new product development, and other such proactive communication. • Prepare data of consumer insights to be shared across cross functional teams, that’s collected from consumer feedback from various CL channels. Preferred skills and qualifications • Bachelor’s or Master’s degree (MBA from a Tier 2 college preferred) • Great verbal & written communication skills • Ability to anticipate & prevent, rather than just react & resolve • Ability to use basic IT tools: spreadsheets, documents, Emails, WhatsApp • Ability to learn specific IT tools: fairly simple ones (preferred if already worked on FreshDesk, Limechat, etc.) • MS Excel (Beginner Level)

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