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HireBound
Customer Success Executive
HireBound · posted 3 months ago
Mumbaicustomer service
About the role
Customer Success Lead
Company Profile: Alimento Agro Foods Pvt. Ltd.
About Us
Founded in 2017 by Prateek & Mugdha Bhagchandka, Alimento Agro Foods Pvt. Ltd. is on a mission to redefine the way India eats, creating a moment of delight in every bite. With two powerhouse brands under our umbrella, we’re scaling to become a ₹500+ crore FMCG giant in the next 5 years — with India as our launchpad and the world as our playground.
Our Brands
M.O.M – Meal of the Moment:
- India’s most loved snacking & instant hot meal brand.
- From Poha & Biryani to Red Thai Curry Rice, we deliver home-style comfort with world-class convenience. Our range of better-for-you snacks is topping charts with Roasted flavored makhanas, flavored nuts and trail mixes, Ragi chips and authentic banana chips.
- Trusted across airlines, modern and general retail chains, and quick-commerce — creating millions of moments of delight every month.
Gimi Gimi:
- A bold new-age Korean food brand.
- From fiery ramyun to soulful kimchi flavors, we’re bringing the spirit of Seoul street food to India.
- Positioned to capture the Gen-Z and millennial lifestyle movement.
Our Edge
- World-Class Manufacturing: Fully automated facility in Kota, Rajasthan, with zero human intervention.
- Omnichannel Distribution: Presence across airlines, 30,000 general trade stores, modern trade, e-commerce, and Q-commerce.
- Innovation at Core: Products built from consumer obsession + global benchmarking.
- People First: A culture where talent thrives, ideas win, and ownership is real.
Vision & Ambition
We’re building the next FMCG powerhouse — an Indian brand that stands shoulder to shoulder with Nestlé, Unilever, and Mondelez.
- Growth Target: From a thriving scale-up to a ₹500 crore+ company in the next few years.
- Rooted Play: Expanding our reach into deeper markets along with staying rooted in consumer love.
- Category Creation: Not just participating in trends, but creating them.
Life at Alimento
Joining us means:
- Working directly with visionary founders.
- Being part of a young, driven, high-impact team.
- Getting freedom + responsibility to build.
- Seeing your work reach millions of consumers.
Quick Facts
| Founded | 2017 |
|---|---|
| Headquarters | Mumbai, India |
| Manufacturing Hub | Kota, Rajasthan |
| Brands | M.O.M – Meal of the Moment | Gimi Gimi |
| First Milestone Target | ₹500 Cr FMCG by scaling across India & beyond |
The Role: Customer Success Lead
Job Summary
We are looking for a proactive and customer-focused Customer Success Lead (CRM) to serve as the primary point of contact (POC) for our D2C consumers, distributors, and partners. This role requires strong communication skills, a problem-solving mindset, and hands-on experience in managing CRM systems within a D2C environment.
Key Responsibilities
- Act as the primary point of contact (POC) for customers, D2C consumers, and distributors.
- Manage end-to-end customer lifecycle through CRM platforms.
- Handle customer queries, complaints, and escalations with a solution-oriented approach.
- Ensure high customer satisfaction and retention through timely engagement and resolution.
- Coordinate with internal teams (marketing, sales, operations) for seamless issue resolution.
- Analyze customer data and CRM insights to identify trends and improve engagement strategies.
- Develop and maintain customer communication workflows (email, WhatsApp, SMS, etc.).
- Track and report key customer success metrics and CRM performance.
- Support marketing campaigns through CRM execution and audience segmentation.
Key Requirements
- 6+ years of relevant experience in Customer Success / CRM roles, preferably in a D2C business.
- Mandatory: Hands-on experience in managing D2C CRM tools and campaigns.
- Strong verbal and written communication skills.
- Proven ability to resolve customer issues efficiently and handle escalations.
- Data-driven mindset with the ability to interpret CRM metrics.
- Ability to multitask and work in a fast-paced environment.
- Strong stakeholder management skills.
Preferred Skills
- Experience with CRM tools such as Zoho, HubSpot, Salesforce, or similar.
- Familiarity with customer journey mapping and lifecycle marketing.
- Basic understanding of marketing automation and segmentation.
What We’re Looking For
- Customer-first mindset.
- Strong ownership and accountability.
- Problem-solving attitude.
- Collaborative and team-oriented approach.