If you can spot where a business is leaking, understand why, and build the fix, this role is for you!

You will work directly with the founders, owning two of Earthful’s most critical functions: CX: how we retain and grow customers, and Operations: how we keep the supply chain running without breaking. Direct founder access, full business context from day one, and real accountability for outcomes.

Location: Full-time, On-site - Hyderabad

Responsibilities:

1. Customer Experience & Retention

What You Own: Post-purchase journey, cohort repeat rates, CSAT, NPS, CX SOPs, RCA on failures, CX tech stack

Post-purchase retention: Own the full journey from first delivery to repeat purchase. Build a structured retention model: re-order nudges, win-back campaigns, loyalty mechanics.
Retention dashboard: Track cohort repeat rates, time-to-second-order, churn triggers, and NPS by product and channel. Visible to founders weekly.
CX metrics: accountable, not just reported. CSAT, first response time, resolution SLA, repeat complaint rate, NPS, repeat purchase rate, refund and return rate. These are performance targets you own.
CX SOP library: Write, own, audit, and update: complaint handling, delivery delay resolution, escalation matrices, and agent playbooks. Writing an SOP and walking away is not done.
RCA on every recurring failure: The same complaint type appearing twice is a signal, not noise. Trace the root cause, fix the source, update the SOP, and verify the fix held.
Feed CX insights upstream: Patterns in complaints and returns inform NPD, formulation, and supply chain decisions. CX is your intelligence source for the rest of the business.
CX tech stack: Ticketing, WhatsApp automation, logistics webhooks — integrated, efficient, and measurable. Every tool must earn its place through retention or resolution outcomes.

2. Supply Chain & Operations

What You Own: Ops SOPs, CMO performance, inventory planning, inbound QC, 3PL coordination, vendor management

Operations SOP library: Procurement, inbound QC, CMO coordination, warehouse, dispatch, and returns. Written clearly enough to follow without the author in the room, and updated when reality deviates.
SOP adherence: Floor-level checks and exception tracking. Hold the team accountable to process — not just aware of it.
RCA on operational failures: Batch rejection, delivery delay, procurement gap. Fix the symptom and the root cause. Verify the fix over 2–3 cycles before closing the loop.
CMO performance scorecard: On-time delivery, batch quality, rejection rates, CoA compliance. Use it as the basis for every review and renegotiation conversation.
Inventory planning: Reduce out-of-stock instances without creating excess stock or working capital lock-in. Own the OOS and overstock metrics with a forward-looking view.
3PL coordination: NDR management, RTO reduction, SLA adherence. Build exception-handling SOPs at each logistics touchpoint and ensure they are followed.

3. Business Intelligence & Cross-Functional Work

What You Own: Founder dashboards, retention-led revenue metrics, cross-functional problem-solving

Founder dashboards: Early warning systems, not rear-view mirrors. Translate data into commercial recommendations, not just operational observations.
Retention-led revenue metrics: Cohort repeat rates, refund and return trends, complaint-to-churn correlation, and fulfilment SLA impact on NPS.
Cross-functional project ownership: Intake, prioritisation, execution accountability, and closure. The Founder’s Office is where problems come to get solved, not just surfaced.

Skill Set:

Must-have

1–3 years post-qualification in consulting, operations, supply chain, a founder’s office, or a high-ownership role at a D2C, FMCG, or consumer startup. Tier 1 consulting or early startup is particularly valued.
Independently builds data models, structures analyses, and turns complex operational problems into crisp recommendations for founders and frontline teams alike.
Has built SOPs from scratch, run RCA when they broke, and closed the loop at root cause — not just written a document.
Comfortable moving between strategic framing and ground-level execution, often in the same week.
High ownership orientation. Accountable for outcomes, not just outputs.

Strongly preferred

CX operations with a retention or revenue lens: cohort tracking, post-purchase engagement flows, or a loyalty programme with measurable revenue impact.
Hands-on procurement or vendor management with CMOs or RM/PM suppliers.
Shopify, Freshdesk or Zoho Desk, Shiprocket, Klaviyo, advanced Excel or Google Sheets. SQL or data visualisation is a bonus.

Academic background

MBA from IIM (A/B/C/L/I/K), ISB, XLRI, FMS, MDI, SPJIMR, or equivalent Tier 1 B-school — or a B.Tech/B.E. from IIT/NIT with a strong analytical track record. We are looking for quality of thinking, not the degree as a checkbox.

Be a part of Earthful’s Family!

@ www.instagram.com/earthful.me/

@www.linkedin.com/company/earthfulme/

About Earthful

Earthful is a VC-funded FMCG brand building India’s most trusted clean-label wellness products. We were recently featured on Shark Tank India and have raised a Pre-Series A round led by V3 Ventures and Fireside Ventures.

The founders (Sudha Gogineni and Veda Gogineni) are graduates from IIT Kharagpur and ISB with a multitude of experience across multinational companies & startups, such as Uber, Meesho, Deutsche Bank, ITC.

Earthful is a fast-growing startup, offering high ownership and the opportunity to work closely with the founders. We are looking for a candidate who is passionate about scaling a startup!

Earthful.me Jobs

Associate Director - Business Operations & CX