Assistant Manager - Customer Success

<p class="MsoNormal" style="margin-left:5.6pt;padding:0px;font-family:Roboto, sans-serif;text-align:justify;"><img style="max-width:1180px;max-height:600px;float:left;" src="https://darwinbox-data-prod-mum.s3.ap-south-1.amazonaws.com/INSTANCE7_a63e07f3546c46_48/images/a91365095567346eb6b9db8__a478643769664dac5112873__Screenshot_2024-05-15_162954.png?Bucket=darwinbox-data-prod-mum,Key=INSTANCE7_a63e07f3546c46_48/images/a91365095567346eb6b9db8__a478643769664dac5112873__Screenshot_2024-05-15_162954.png" class="note-float-left" alt="a91365095567346eb6b9db8__a478643769664dac5112873__Screenshot_2024-05-15_162954.png" /><br /></p><p class="MsoNormal" style="margin-left:5.6pt;padding:0px;font-family:Roboto, sans-serif;text-align:justify;"><span style="font-family:Arial;font-weight:bolder;"><u><br /></u></span></p><p class="MsoNormal" style="margin-left:5.6pt;padding:0px;font-family:Roboto, sans-serif;text-align:justify;"><span style="font-family:Arial;font-weight:bolder;"><u><br /></u></span></p><p class="MsoNormal" style="margin-left:5.6pt;padding:0px;font-family:Roboto, sans-serif;text-align:justify;"><span style="font-family:Arial;font-weight:bolder;"><u><br /></u></span></p><p class="MsoNormal" style="margin-left:5.6pt;padding:0px;font-family:Roboto, sans-serif;text-align:justify;"><span style="font-family:Arial;font-weight:bolder;"><u>About Hector Beverages Pvt. Ltd.</u></span><br /></p><p class="MsoNormal" style="margin-left:5.6pt;padding:0px;font-family:Roboto, sans-serif;text-align:justify;"><span style="font-family:Arial;">Established in 2010 in India, Hector Beverages rose to prominence with its signature brand, the Paper Boat, a ready-to-drink beverage that encapsulates the essence of traditional Indian flavors. The inception of Hector Beverages was driven by the founders' vision to bridge the market void for traditional Indian drinks and to present the world with a taste of India's rich cultural beverages.</span></p><p class="MsoNormal" style="margin-left:5.6pt;padding:0px;font-family:Roboto, sans-serif;text-align:justify;"><u><span lang="en-us" style="padding:0px;margin:0px;font-family:Arial;" xml:lang="en-us"><span style="font-weight:bolder;">L</span></span><span style="font-family:Arial;font-weight:bolder;">ocation</span></u></p><p class="MsoNormal" style="margin-left:5.6pt;padding:0px;font-family:Roboto, sans-serif;text-align:justify;"><span lang="en-us" style="padding:0px;margin:0px;font-family:Calibri, sans-serif;" xml:lang="en-us"><span style="padding:0px;margin:0px;font-family:Arial;">Headquartered in Whitefield, Bengaluru.</span></span></p><p class="MsoNormal" style="margin-left:5.6pt;padding:0px;font-family:Roboto, sans-serif;text-align:justify;"><span style="font-family:Arial;font-weight:bolder;"><u>Current Standings</u></span><br /></p><p class="MsoNormal" style="margin-left:5.6pt;padding:0px;font-family:Roboto, sans-serif;text-align:justify;"><span style="padding:0px;margin:0px;font-family:Arial;">Over the past decade, Hector Beverages has expanded its product line to include fruit juices, coconut water, and iconic Indian beverages such as Aam panna and Jal-jeera and foods & dry fruits which includes products such as Chikki, Aam Papad, range of raw, roasted, and flavored dry fruits that includes mix of nuts, berries & seeds. The brand is synonymous with distinctive flavors and premium ingredients. Furthermore, the firm's commitment to quality and innovation is evidenced by its extensive infrastructure of nine dedicated factories (and counting) for Paper Boat products, providing direct employment to approximately 900 individuals and indirect employment to another 2000.</span></p><p class="MsoNormal" style="margin-left:5.6pt;padding:0px;font-family:Roboto, sans-serif;text-align:justify;"><span style="font-family:Arial;font-weight:bolder;"><u>Organizational Culture</u></span><br /></p><p class="MsoNormal" style="margin-left:5.6pt;padding:0px;font-family:Roboto, sans-serif;text-align:justify;"><span lang="en-us" style="padding:0px;margin:0px;font-family:Calibri, sans-serif;" xml:lang="en-us"><span style="padding:0px;margin:0px;font-family:Arial;">At its core, Hector Beverages thrives on a culture rooted in innovation, creativity, and collaboration. The company's flat organizational structure promotes open dialogue, empowering employees to lead their projects passionately. Hector Beverages is an equal opportunity employer and values diversity. All employment decisions are based on qualifications, merit, and business need. The organization is dedicated to fostering high-performing teams. Moreover, the culture of celebrating both minor and major achievements, nurture a motivated and committed workforce, driving exponential growth.</span></span></p><p class="MsoNormal" style="margin-left:5.6pt;padding:0px;font-family:Roboto, sans-serif;text-align:justify;"><span lang="en-us" style="padding:0px;margin:0px;font-family:Calibri, sans-serif;" xml:lang="en-us"><span style="padding:0px;margin:0px;font-family:Arial;"><br /></span></span></p><div style="border:0px;font-size:12pt;line-height:inherit;font-family:Corbel, Skia, sans-serif;margin:0px;padding:0px;vertical-align:baseline;color:#000000;"><b><span style="font-family:Arial;font-size:14px;">Assistant Manager – </span><span class="marklw9r6a8is" style="border:0px;font-style:inherit;font-variant:inherit;font-weight:inherit;font-size:14px;line-height:inherit;font-family:Arial;margin:0px;padding:0px;vertical-align:baseline;color:inherit;">Customer</span><span style="font-family:Arial;font-size:14px;"> Experience</span></b><br /></div><div style="border:0px;font-size:12pt;line-height:inherit;font-family:Corbel, Skia, sans-serif;margin:0px;padding:0px;vertical-align:baseline;color:#000000;"><b><br /></b></div><div style="border:0px;font-size:12pt;line-height:inherit;font-family:Corbel, Skia, sans-serif;margin:0px;padding:0px;vertical-align:baseline;color:#000000;"><b><span style="font-family:Arial;font-size:14px;">What the role will do</span></b></div><div style="border:0px;font-size:12pt;line-height:inherit;font-family:Corbel, Skia, sans-serif;margin:1em 0px;padding:0px;vertical-align:baseline;color:#000000;"><b><span style="font-family:Arial;font-size:14px;">1. Consumer complaints</span></b></div><ul style="color:rgb(36,36,36);font-family:'Segoe UI', '-apple-system', BlinkMacSystemFont, Roboto, 'Helvetica Neue', sans-serif;font-size:15px;"><li style="color:#000000;font-size:12pt;font-family:Corbel, Skia, sans-serif;"><span style="font-family:Arial;font-size:14px;">Own the process for handling consumer complaints from start to finish</span></li><li style="color:#000000;font-size:12pt;font-family:Corbel, Skia, sans-serif;"><span style="font-family:Arial;font-size:14px;">Make sure every complaint is closed on time and the root cause is fixed</span></li><li style="color:#000000;font-size:12pt;font-family:Corbel, Skia, sans-serif;"><span style="font-family:Arial;font-size:14px;">Track complaint trends and share them with the relevant teams</span></li></ul><div style="border:0px;font-size:12pt;line-height:inherit;font-family:Corbel, Skia, sans-serif;margin:1em 0px;padding:0px;vertical-align:baseline;color:#000000;"><b><span style="font-family:Arial;font-size:14px;">2. Work with internal channel partners</span></b></div><ul style="color:rgb(36,36,36);font-family:'Segoe UI', '-apple-system', BlinkMacSystemFont, Roboto, 'Helvetica Neue', sans-serif;font-size:15px;"><li style="color:#000000;font-size:12pt;font-family:Corbel, Skia, sans-serif;"><span style="font-family:Arial;font-size:14px;">Reach out to the sales, distribution and channel teams to resolve issues quickly</span></li><li style="color:#000000;font-size:12pt;font-family:Corbel, Skia, sans-serif;"><span style="font-family:Arial;font-size:14px;">Keep partners updated and follow up until the work is done</span></li></ul><div style="border:0px;font-size:12pt;line-height:inherit;font-family:Corbel, Skia, sans-serif;margin:1em 0px;padding:0px;vertical-align:baseline;color:#000000;"><b><span style="font-family:Arial;font-size:14px;">3. WhatsApp and digital campaigns</span></b></div><ul style="color:rgb(36,36,36);font-family:'Segoe UI', '-apple-system', BlinkMacSystemFont, Roboto, 'Helvetica Neue', sans-serif;font-size:15px;"><li style="color:#000000;font-size:12pt;font-family:Corbel, Skia, sans-serif;"><span style="font-family:Arial;font-size:14px;">Plan and run WhatsApp and other tech-based campaigns for consumers and partners</span></li><li style="color:#000000;font-size:12pt;font-family:Corbel, Skia, sans-serif;"><span style="font-family:Arial;font-size:14px;">Track results (reach, response, repeat use) and improve every campaign</span></li></ul><div style="border:0px;font-size:12pt;line-height:inherit;font-family:Corbel, Skia, sans-serif;margin:1em 0px;padding:0px;vertical-align:baseline;color:#000000;"><b><span style="font-family:Arial;font-size:14px;">4. Automation and dashboards</span></b></div><ul style="color:rgb(36,36,36);font-family:'Segoe UI', '-apple-system', BlinkMacSystemFont, Roboto, 'Helvetica Neue', sans-serif;font-size:15px;"><li style="color:#000000;font-size:12pt;font-family:Corbel, Skia, sans-serif;"><span style="font-family:Arial;font-size:14px;">Find manual and repeat tasks and move them to tools and platforms</span></li><li style="color:#000000;font-size:12pt;font-family:Corbel, Skia, sans-serif;"><span style="font-family:Arial;font-size:14px;">Set up and maintain dashboards to track complaints, response time and campaign results</span></li><li style="color:#000000;font-size:12pt;font-family:Corbel, Skia, sans-serif;"><span style="font-family:Arial;font-size:14px;">Work with tech teams to fix and improve the tools</span></li></ul><div style="border:0px;font-size:12pt;line-height:inherit;font-family:Corbel, Skia, sans-serif;margin:1em 0px;padding:0px;vertical-align:baseline;color:#000000;"><b><span style="font-family:Arial;font-size:14px;">5. Manage people and vendors</span></b></div><ul style="color:rgb(36,36,36);font-family:'Segoe UI', '-apple-system', BlinkMacSystemFont, Roboto, 'Helvetica Neue', sans-serif;font-size:15px;"><li style="color:#000000;font-size:12pt;font-family:Corbel, Skia, sans-serif;"><span style="font-family:Arial;font-size:14px;">Manage external vendors (campaign agencies, tech platforms, call or support partners)</span></li><li style="color:#000000;font-size:12pt;font-family:Corbel, Skia, sans-serif;"><span style="font-family:Arial;font-size:14px;">Work with the Sales Excellence and Sales Development teams to get this work done together</span></li><li style="color:#000000;font-size:12pt;font-family:Corbel, Skia, sans-serif;"><span style="font-family:Arial;font-size:14px;">Review vendor performance and cost regularly</span></li></ul><div style="border:0px;font-size:12pt;line-height:inherit;font-family:Corbel, Skia, sans-serif;margin:0px;padding:0px;vertical-align:baseline;color:#000000;"><b><span style="font-family:Arial;font-size:14px;">Looking for:</span></b></div><ul style="color:rgb(36,36,36);font-family:'Segoe UI', '-apple-system', BlinkMacSystemFont, Roboto, 'Helvetica Neue', sans-serif;font-size:15px;"><li style="color:#000000;font-size:12pt;font-family:Corbel, Skia, sans-serif;"><span style="font-family:Arial;font-size:14px;">2–4 years of work experience</span></li><li style="color:#000000;font-size:12pt;font-family:Corbel, Skia, sans-serif;"><span style="font-family:Arial;font-size:14px;">Background in E-commerce or Quick Commerce (</span><span class="marklw9r6a8is" style="border:0px;font-style:inherit;font-variant:inherit;font-weight:inherit;font-size:14px;line-height:inherit;font-family:Arial;margin:0px;padding:0px;vertical-align:baseline;color:inherit;">customer</span><span style="font-family:Arial;font-size:14px;"> experience, operations, or similar)</span></li><li style="color:#000000;font-size:12pt;font-family:Corbel, Skia, sans-serif;"><span style="font-family:Arial;font-size:14px;">Experience handling </span><span class="marklw9r6a8is" style="border:0px;font-style:inherit;font-variant:inherit;font-weight:inherit;font-size:14px;line-height:inherit;font-family:Arial;margin:0px;padding:0px;vertical-align:baseline;color:inherit;">customer</span><span style="font-family:Arial;font-size:14px;"> complaints or support</span></li><li style="color:#000000;font-size:12pt;font-family:Corbel, Skia, sans-serif;"><span style="font-family:Arial;font-size:14px;">Comfortable with WhatsApp tools, CRM or support platforms, and dashboards</span></li><li style="color:#000000;font-size:12pt;font-family:Corbel, Skia, sans-serif;"><span style="font-family:Arial;font-size:14px;">Good with Excel or Google Sheets. Knowing basic automation tools is a plus</span></li><li style="color:#000000;font-size:12pt;font-family:Corbel, Skia, sans-serif;"><span style="font-family:Arial;font-size:14px;">Clear communication and good follow-through</span></li><li style="color:#000000;font-size:12pt;font-family:Corbel, Skia, sans-serif;"><span style="font-family:Arial;font-size:14px;">Able to work with many teams and vendors at once</span></li></ul><p class="MsoNormal" style="margin-left:5.6pt;padding:0px;font-family:Roboto, sans-serif;text-align:justify;"><span lang="en-us" style="padding:0px;margin:0px;font-family:Calibri, sans-serif;" xml:lang="en-us"></span></p><div style="border:0px;font-size:12pt;line-height:inherit;font-family:Corbel, Skia, sans-serif;margin:1em 0px;padding:0px;vertical-align:baseline;color:#000000;"><b><span style="font-family:Arial;font-size:14px;">Good to have:</span></b><span style="font-family:Arial;font-size:14px;"> FMCG experience</span></div><div><br /></div><p class="MsoNormal" style="margin-left:5.6pt;padding:0px;font-family:Roboto, sans-serif;text-align:justify;"><img style="max-width:1180px;max-height:600px;" src="https://darwinbox-data-prod-mum.s3.ap-south-1.amazonaws.com/INSTANCE7_a63e07f3546c46_48/images/a204936960867346ec94ea78__a1160991253664dac46afa9a__Screenshot_2024-05-15_162753.png?Bucket=darwinbox-data-prod-mum,Key=INSTANCE7_a63e07f3546c46_48/images/a204936960867346ec94ea78__a1160991253664dac46afa9a__Screenshot_2024-05-15_162753.png" alt="a204936960867346ec94ea78__a1160991253664dac46afa9a__Screenshot_2024-05-15_162753.png" /></p>