Customer Experience & Marketplace Manager

Job Description – Customer Experience & Marketplace Specialist

Position: Customer Experience & Marketplace Specialist / Champion

Department: Founder’s Office

Reports To: CEO

Location: Thane, Mumbai

Role Overview

The Customer Experience & Marketplace Specialist acts as the internal voice of the customer, ensuring all customer touchpoints — including product quality, listings accuracy, delivery experience, returns, customer support, and overall marketplace hygiene — meet the highest standards across all platforms.

Key Responsibilities1. Customer Reviews, Ratings & Feedback Management

· Monitor customer reviews daily across Amazon, Flipkart, Myntra, Ajio, and Tata Cliq.

· Identify root causes behind negative reviews and ratings.

· Coordinate with Category, Brand, QC, and Operations teams to implement corrective actions.

· Identify repeat issues such as sizing, packaging, defects, and description mismatches.

· Curate positive review insights and share them with Marketing and Brand teams.

· Build and maintain a monthly Voice of Customer (VOC) dashboard.

2. Seller Performance Metrics Across Marketplaces

· Track and improve seller ratings and seller scores.

· Ensure dispatch SLA adherence and reduction in cancellation rates.

· Monitor return and RTO rates.

· Track Order Defect Rate (ODR) and packaging defect scores.

· Ensure timely buyer-seller messaging response.

· Monitor product compliance flags across platforms.

· Share weekly actionable insights with Operations, Sales, Catalog, Customer Service, and 3PL teams.

3. Customer Grievance Management

· Track customer tickets and escalations across all marketplaces.

· Coordinate with internal teams (Operations, QC, Brand, Catalog) for timely resolution.

· Ensure SLA-based ticket closures.

· Escalate recurring product or process issues to the Founder’s Office.

· Build and track Corrective and Preventive Action (CAPA) plans with relevant teams.

· Prepare monthly grievance analysis reports and CX improvement plans.

4. Marketplace Growth Insights & Communications

· Monitor marketplace updates, policy changes, and growth opportunities.

· Identify eligibility for new marketplace programs (Amazon Prime, Premium, Try-Before-Buy, Myntra FBP, Ajio tools).

· Track changes in return policies, fees, logistics rules, and seller tools.

· Prepare and circulate a weekly Marketplace Alerts Report to Founder’s Office, Sales, Operations, and Finance teams.

· Ensure no business opportunity is missed due to lack of marketplace awareness.

5. Central Email & Communication Management

· Monitor central customer and marketplace inboxes (care@, listings@, support@).

· Classify and route emails to relevant departments (Sales, Operations, Finance, Tech, HR).

· Track SLA-based closures and maintain an escalation matrix.

· Prepare daily reports of open versus closed communications.

· Design and implement auto-routing and automation rules in Phase 2.

Skills & CapabilitiesTechnical & Functional Skills

· Strong understanding of Amazon, Flipkart, Myntra, and Ajio performance metrics.

· Familiarity with marketplace dashboards and seller performance tools.

· Basic to intermediate analytics skills (Excel, Google Sheets, data visualization).

· Understanding of e-commerce operations.

· Experience with VOC, NPS, or CSAT systems.

· Ability to translate customer feedback into actionable insights.

Soft Skills

· Customer-first mindset.

· Strong communication and follow-up discipline.

· Problem-solving mindset.

· Cross-functional coordination skills.

· High ownership and accountability.

· Ability to work under pressure during high-volume or festive periods.

Experience

2–3 years of relevant experience in Customer Experience, Marketplace Operations, or E-commerce roles.

Job Type: Full-time

Pay: ₹25,000.00 - ₹60,000.00 per month

Application Question(s):

• How many years of relevant experience do you have in Customer Experience / Marketplace Operations / E-commerce?
• Which marketplaces have you worked on directly?
• Have you handled customer reviews and ratings analysis on marketplaces?
• How comfortable are you working during high-volume / festive periods?
• Are you comfortable working from Thane, Mumbai?
• What is your current notice period?
• Why are you interested in a Customer Experience & Marketplace-focused role?

Education:

• Master's (Preferred)

Work Location: In person