Customer Experience & Insight Executive

About the Role At Nova Nova we are building the largest sweet snacking brand in India. This role sits at the centre of how we listen to and look after our customers, owning every direct conversation we have with them, and turning what we hear into insight that sharpens our product and marketing decisions.

Role and Responsibilities Customer Support • Respond to customer queries and support requests on orders and leads • Monitor and respond to comments, DMs, and emails on brand handles and manage escalations

Reviews & Ratings • Track and document ratings and reviews across all quick commerce platforms and D2C, by brand and SKU • Draft responses to reviews and maintain the consumer insight trackers on a weekly basis

Consumer Insight • Plan and conduct consumer calls and interactions with recent buyers, lapsed buyers, and gift purchasers • Summarise themes from calls, reviews, and feedback for the review of marketing and product team

Competitor Research • Track competitor activity in the chocolate and snacking category, including new launches, pricing, and promotions. • Document and manage to the monthly competitive intelligence summary

Marketing Operations Support • Support the Marketing Manager and Content Manager with coordination, scheduling, and tracker upkeep • Help keep platform listings accurate as part of the weekly hygiene check

Qualifications • Graduate, in any discipline. • Good command of spoken and written English • Prior experience in a customer support role preferable. • Comfortable with Google Sheets, Gmail, and basic data organisation • Experience in conducting surveys and focus groups a plus