Job Title

Company:AmrutamLocation:RemoteReporting To:FoundersCompensation:8-12 LPAExperience:8+ yearsIndustry Preference:D2C, FMCG, or WellnessAbout Amrutam:Amrutam is a leading Ayurvedic wellness brand dedicated to promoting holistic health through authentic Ayurvedic products and personalized guidance. With a strong commitment to quality and tradition, Amrutam offers a range of ethically sourced and natural productsformulated as per ancient texts, alongside a robust telemedicine platform connecting individuals with experienced Ayurvedic doctors. Our mission is to make Ayurveda accessible and effective for everyone, fostering a community dedicated to well-being.Position Summary:Amrutam is seeking a dynamic and experienced Chief Relationship Officer (CRO) to lead our critical Doctor Support and Customer Experience segments. This strategic role will be responsible for nurturing and expanding our relationships with both our network of Ayurvedic doctors and our valued customers. The CRO will be a key member of the leadership team, representing these vital parts of the organization and playing a pivotal role in shaping Amrutam's growth and reputation. The ideal candidate will possess a deep understanding of customer-centric approaches, community building, and operational excellence, with a passion for the wellness or D2C space.Key Responsibilities: 1. Doctor Support & Engagement: Strategic Development:Develop and execute a comprehensive strategy to attract, onboard, retain, and engage Ayurvedic doctors on Amrutam's telemedicine platform. Relationship Management:Build strong, lasting relationships with individual doctors and doctor associations, fostering a collaborative and supportive ecosystem. Platform Optimization:Collaborate with product and tech teams to enhance the telemedicine platform's user experience for doctors, addressing their needs and feedback. Content & Training:Oversee the creation and dissemination of valuable resources, training materials, and continuous learning opportunities for doctors. Performance Monitoring:Establish KPIs for doctor engagement and satisfaction, regularly analyzing data to identify areas for improvement. Community Building:Foster a vibrant online and offline community for Amrutam's network of doctors, facilitating knowledge sharing and collaboration.2. Customer Experience (CX) & Success: Customer Journey Mapping:Define and optimize the end-to-end customer journey for all Amrutam products and services, ensuring seamless and delightful interactions. Service Excellence:Lead and mentor the customer support team, instilling a culture of empathy, responsiveness, and proactive problem-solving. Feedback & Insights:Implement robust systems for collecting customer feedback, analyzing insights, and translating them into actionable improvements across the organization. Retention & Loyalty:Develop and implement strategies to enhance customer retention, loyalty, and advocacy. Complaint Resolution:Oversee the efficient and effective resolution of customer complaints, turning challenges into opportunities for trust-building. Personalization:Explore and implement strategies for personalized customer engagement and communication.3. Leadership & Representation: Strategic Leadership:Contribute to the overall strategic direction of Amrutam as a member of the leadership team. Cross-Functional Collaboration:Work closely with Marketing, Product, Sales, and Operations teams to ensure alignment and a unified approach to customer and doctor engagement. Budget Management:Manage budgets related to doctor support and customer experience initiatives. Team Building & Development:Recruit, train, and develop a high-performing team focused on relationship management and customer success. Brand Advocacy:Act as a brand ambassador, championing Amrutam's values and mission. Reporting:Provide regular, insightful reports to the Founders and leadership team on key metrics, achievements, and challenges.Qualifications: Bachelor's degree in Business Administration, Marketing, Communications, Healthcare Management, or a related field. Master's degree preferred. Minimum four years of progressive experience in customer success, relationship management, community management, or a similar role, with at least 3 years in a leadership position. Proven track record of building and managing strong relationships with diverse stakeholders. Demonstrable experience in the D2C, FMCG, or Wellness industries is highly preferred. Strong understanding of telemedicine platforms and the healthcare ecosystem is a significant advantage. Exceptional communication (written and verbal), interpersonal, and presentation skills. Analytical mindset with the ability to interpret data and make data-driven decisions. Proven ability to lead, motivate, and develop high-performing teams. Strategic thinker with a hands-on approach and a results-oriented mindset. Passion for Ayurveda and holistic wellness.