Director at Lead Search
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GM - Omni Channel Operations - Telecom (10-15 yrs)
GM - Omnichannel Operations
This role plays a critical role identifying and developing opportunities to step change the customer experience and the performance throughout customer lifecycle. Defines and delivers eCommerce operations particularly focusing on omni-channel fulfilment and last mile delivery
Key Responsibilities :
- Identify key current and future trends and opportunities and develop effective omni-channel delivery strategy.
- Responsible for defining key eCommerce/omnichannel operations including distributed order management, inventory management and last mile delivery
- Defines processes and operational policies
- Identify improvement opportunities in cross-channel customer experience
- Co-ordinate with implementation and operations team for strategy feedback and improvements
- Be a thought leader within the eCommerce team
- Ensure RIL values are instilled and followed by all team members. Motivate team members for higher engagement levels.
Educational Qualifications : MBA/BE/Post Graduate
Experience : Minimum 10 years workex
Candidates Preferred from :
- Online Retailers
- Telecoms / Banks / Airlines
- Business/ Strategy Consulting firms
- Significant operational experience in digital and multichannel environments
- Deep knowledge and understanding of both online, store & call center environments.
- Demonstrable track record in delivering / running omni-channel operations
- Team Management experience (5 FTE or above)
- Deep knowledge in the areas of fulfillment, last mile delivery, payment scenarios, customer services issues in Indian eCommerce context
- Experience with either a leading online retailer in India (snapdeal, Flipkart, Amazon) or serving a leading online retailer / telecom player
- Experience in a sales-driven organization with hard targets - minimum 3-5 years
Knowledge & Skills :
- Deep online / eCommerce knowledge
- Deep Omni-channel operations knowledge
- Strong understanding of the retail, telecom or other relevant retail and service industries
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