Brand Engagement & Customer Experience Associate

Job Title: Brand Engagement & Customer Experience Associate (Hybrid, Full-Time Role)

About the Role: UmedMart.com is on a mission to bring authentic, handcrafted products made by rural women entrepreneurs to homes across India. We are looking for a Brand Engagement & Customer Experience Associate to be the vital link between our brand, our customers, and our marketplace operations. This is a high-impact, cross-functional role ideal for someone who is energetic, empathetic, process-driven, and passionate about meaningful communication.

Key Responsibilities:

• Customer Communication & Query Management

• Proactively respond to customer queries and complaints via WhatsApp, email, phone calls, and social media DMs/comments.

• Maintain a high standard of customer service that reflects the values and trust of the UmedMart brand.

• Abandoned Cart Recovery & Conversion

• Reach out to users who have abandoned carts, understand their concerns, offer assistance, and convert potential leads into buyers.

• Feedback Documentation & Internal Coordination

• Record and document customer feedback, pain points, and recurring issues.

• Work with the operations, logistics, and technical teams for quick resolution and experience improvement.

• Event & On-Ground Marketing Management

• Oversee UmedMart stalls during exhibitions, pop-up markets, and partner events across locations (requires travel).

• Coordinate set-up, customer interactions, sales tracking, and branding activities on-ground.

• Social Media & Influencer Collaboration

• Assist in planning and executing the social media content calendar.

• Support posting, content coordination, and community engagement on Instagram, Facebook, LinkedIn, etc.

• Identify and coordinate with relevant influencers and collaborators.

• Marketplace & Sales Channel Support

• Assist in product listing on platforms like UmedMart.com, Amazon, IndiaMart, etc.

• Ensure listings are accurate, visually appealing, and optimised for discovery and conversion.

• Aid with lead qualification on platforms like IndiaMart by filtering inquiries and routing to relevant teams.

• Combo Product Packaging & Support Tasks

• Coordinate the creation and bundling of combo packs, including packaging design inputs and logistics readiness.

• Support product merchandising efforts as required across digital and physical touchpoints.

Who You Are:

• Excellent communicator in English and Hindi/Marathi (verbal and written).

• Empathetic, customer-centric, and solutions-focused.

• Strong organisational skills with an eye for detail.

• Confident managing both online and offline responsibilities.

• A proactive team player who enjoys multi-tasking across departments.

• Curious to learn and contribute to a fast-growing, purpose-driven e-commerce brand.

Preferred Skills:

• Prior experience or internship in customer support, marketing, or e-commerce operations.

• Familiarity with tools like Google Workspace, Canva, WhatsApp Business, Shopify, or CRM tools.

• Ability to travel periodically for event/stall execution.

• Understanding of influencer outreach or social media management is a plus.

Why UmedMart?

• Work with a social enterprise creating real impact for rural women artisans and entrepreneurs.

• Gain 360° exposure to customer service, marketing, content, and operations.

• Enjoy a flexible hybrid work model that values your growth and creativity.

• Be part of a young, collaborative, and fast-moving team that’s scaling impact across India.

Location: Hybrid – Primarily remote, with periodic travel for events/stalls. Role Type: Full-time Compensation: Based on experience & qualifications Start Date: Immediate

Apply now and help power the voice of rural India through purpose-driven commerce.

Job Types: Full-time, Fresher, Contractual / Temporary
Contract length: 10 months

Pay: ₹200,000.00 - ₹250,000.00 per year

Schedule:

• Day shift

Work Location: In person

Expected Start Date: 01/07/2025