Who We Are:  Flipkart was given wings in the year 2007 by two IIT alumni, Sachin Bansal and Binny Bansal. In what has been a stupendous seven year journey so far, today we stand tall as India’s largest ecommerce marketplace, with the highest sales of consumer electronic products and books, surpassing large offline chains in these categories. With more than a million visitors every day, and a registered user base of 10 million we are one among the top 10 websites in India today.   Our focus has always been on making online shopping a delightful experience for customers – and that will always be our core purpose. With rapid growth in internet adoption and mobility, e-commerce is poised to grow manifold, and Flipkart is strongly positioned to leverage this opportunity. Patronage from investors has been encouraging ever since Flipkart was born and recently Flipkart raised over Rs. 2000 crores in funding, reposing investors faith in us. We aim to hit USD 1 billion in GMV by 2015 – we are more than halfway there already! Our vision is to be $20 billion Company by 2020.   Yes, we have great plans for the future, but we have come this far in a short span of 7 years, largely because we have stayed focused on hiring and retaining the best talent and offering our employees great opportunities for learning, skill development and growth.   What We Do:  Flipkart’s vision is to be the most preferred destination for ALL shoppers in India  Website: www.flipkart.com  Location: Bangalore  Your Part:  The role is to be the end to end owner of Customer Experience for entire Customer Service to deliver great segmented experience  - 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  Key competencies / attitude required:   - Deep understanding of Consumer Behaviour  - Experiential knowledge of what is best in class in terms of Customer Experience strategy, processes, technology  - Ability to create null hypotheses around what would be Useful, Usable, Meaningful for Customers  - Ability to create & lead a team of high performing customer lifecycle / experience specialists  - Ability to create strong RoI backed improvement themes from VOC stream  - Ability to partner with senior people to drive change  Experience: 8 to 12 Years of Experience in managing Customer Experience in eCommerce / Consulting Retail focused / Telecom / Retail /Loyalty / Other consumer facing businesses  Education: MBA from Premier Indian / Global BSchools

Bangalore

Flipkart - Associate Director - Customer Journey/Service   

Flipkart - Associate Director - Customer Journey/Service    ,Job Description for Flipkart - Associate Director - Customer Journey/Service    in Flipkart.com in  Bangalore for (8-12) years of experience. Apply Now!

Job Description for Flipkart - Associate Director - Customer Journey/Service    in Flipkart.com in  Bangalore for (8-12) years of experience. Apply Now!