Website:
maggies.in
Job details:
About Maggie’s
Maggie’s is a fresh food brand made for dogs who deserve better.
We make fresh, nutritionally balanced meals for dogs and deliver them to pet parents across India. We believe feeding your dog should be about more than filling a bowl. It should be about better nutrition, better health, and a genuinely better life.
We are building a conscious, dog-loving brand with a big heart. We care deeply about what goes into our food, how we treat our customers, the planet we leave behind, and, most importantly, the dogs at the centre of everything we do.
We are a growing company, which means this is not a role where you will sit in a corner and follow a 47-page corporate manual. You will have a real voice, real ownership, and plenty of opportunity to build things from scratch.
The Role
We are looking for a Senior Customer Experience & Retention Manager to own one of the most important parts of Maggie’s business: keeping our customers happy, engaged and feeding Maggie’s for the long term.
This is not just a customer service role.
A large and critical part of the job will be retention and revenue. You will proactively speak to pet parents whose subscriptions are coming up for renewal, understand why someone may be dropping off, help resolve concerns, and give them a reason to stay.
You will also be responsible for converting leads into customers, which means you need to be comfortable with sales. Not the pushy, "close at any cost" kind of sales. We are looking for someone who can listen, understand what a pet parent actually needs, explain the value of fresh food clearly, overcome genuine concerns and confidently ask for the sale.
In short, we want someone who understands that great CX and good sales are not opposites. The best customer experience often leads to the best retention and the best conversion.
What You’ll Own
- Customer retention and subscription renewals.
- Proactive calls to pet parents to drive renewals and prevent churn.
- Re-engaging inactive and lapsed customers.
- Converting qualified leads into paying customers.
- Following up with leads and customers consistently and intelligently.
- Understanding why customers leave and finding ways to bring them back.
- Building strong, personal relationships with pet parents.
- Handling customer queries across phone, WhatsApp, email and other channels.
- Resolving product, delivery and service issues quickly and thoughtfully.
- Working closely with operations and logistics to solve customer problems.
- Gathering customer feedback and turning it into useful insights for the business.
- Identifying recurring customer concerns and helping build better processes around them.
- Tracking retention, conversion, customer feedback and other CX metrics.
- Helping build the systems, processes and playbooks that will allow Maggie’s CX function to scale.
- Eventually building and managing a CX team as the business grows.
Who We’re Looking For
You might be a great fit if:
- You have excellent spoken and written English. This is non-negotiable because you will be speaking directly with customers every day.
- You genuinely enjoy talking to people and are comfortable picking up the phone.
- You have a sales mindset and are not afraid to ask for the sale or the renewal.
- You understand that retention is a revenue function, not just a customer-service metric.
- You are naturally persuasive without being pushy.
- You are empathetic, patient and good at solving problems.
- You can handle an unhappy customer without taking it personally.
- You are organised enough to follow up, track conversations and make sure things don't fall through the cracks.
- You enjoy working with numbers and are comfortable being measured against targets.
- You can take ownership rather than waiting for someone to tell you what to do.
- You are comfortable in a startup where priorities can change and everyone occasionally wears several hats.
- You love dogs. Really love dogs. This is a brand built around them, so that part matters.
- An interest in pet nutrition, animal welfare, sustainability or conscious consumer brands is a big plus.
What We’re Not
We are not a cut-throat corporate sales floor.
We don't believe in shouting at people about targets, squeezing customers for every last rupee, or treating a customer interaction like a transaction.
But we are also not looking for someone who thinks being empathetic means being passive.
We care about customers, and we care about revenue.
You will have targets. You will be expected to deliver. You will be expected to follow up, convert, retain and own your numbers.
The difference is that we want to do it with integrity, intelligence and genuine care for the people and dogs on the other side of the conversation.
If you are someone who can say, "I want to make customers happy, but I also know how to make them stay," we'd like to hear from you.
Location
Bengaluru | On-site
This is an on-site role, and you should be comfortable working from our Bengaluru office and being part of a close, hands-on team.
Why Maggie’s?
Because you won't just be answering tickets.
You'll be helping build the relationship between a dog, their human and a brand they trust.
- And somewhere along the way, you will probably get to talk about dogs far more than any normal job would reasonably permit.
Click on Apply to know more.
