Associate Director - Voice of Customer/Customer Journey - eCommerce

We have multiple opening for Associate Director role in Customer Service-Voice of Customer/Customer Journey with leading eCommerce Co. in Bangalore.

About Company:

Pioneer in the field of eCommerce and has a dominant presence in various product categories spanning across books, music, video, computers, electronics, mobile phones healthcare, personal product categories etc. Company provides rich exposure in managing the complexities and challenges of a high growth business environment. It's a unique opportunity to be a part of a team that is changing the way people shop in India, thereby defining the future of e-commerce in the country.

Job description:

Associate Director - Voice of Costumer (Bangalore):

- Listen to the customer well. Develop, Deploy, Analyse Solicited/Unsolicited, Structured/Unstructured customer data / metrics to identify current problems for customers

- Create clear RoI based improvement plans

- Drive solutions where you own the experience

- Partner with teams to drive change to eliminate these problems in a structured / scalable manner

- Be a Policy filter for ensuring world class customer experience

Associate Director - Customer Journey (Bangalore):

- Leverage Analytics to come up with actionable customer segments

- Understand Customer's needs (functional / emotional) throughout the Lifecycle

- Set clear objectives for each segment

- Based on objective, create personalised customer experience maps for ABT & CS (Type of Customer, Type of contact, Customer Need at each step, Customer Emotion at each step, Our Engagement Strategy at each step)

- Ensure all improvement projects deliver / exceed the RoI target

Eligibility:

- Must have experience in data analytics and should be from consulting or eCommerce background only.

- Must have experience in customer exp.

- Must be from Premium institutes only.

If interested please forward CV with below details or call on 0124-4402417

Current CTC:
Exp CTC:
Notice period:
Reason for change:

Pallavi Singh
Executive- Talent Acquisition