GM - Omni Channel Strategy - Telecom

GM Omni-Channel Strategy

This role plays a critical role identifying and developing opportunities to step change the customer experience and the performance throughout customer lifecycle. Helps define future Omni-channel strategy, perform competitive analysis, identify new trends and helps define short term and long term Omni-channel roadmap

Key Responsibilities :

- Identify the key current and future trends and opportunities and develop effective omni-channel propositions.

- Create omni-channel strategy deck with short term and long term roadmap

- Perform competitive analysis and best practice benchmarking

- Analyse current performance & Identify improvement opportunities in cross channel customer experience

- Develop business case for omni-channel propositions

- Co-ordinate with implementation and operations team for strategy feedback and improvements

- Be a thought leader within the online team

- Ensure RIL values are instilled and followed by all team members. Motivate team members for higher engagement levels.

Educational Qualifications : Professional Qualification/ MBA/BE/Post Graduate

Years of Experience : 7-12 years

Candidates preferred from :

- Online Retailers

- Telecoms / Banks / Airlines

- Business/ Strategy Consulting firms.

- Significant experience in digital and multi channel strategy

- Deep knowledge and understanding of online, store & call center environments.

- Experience in managing and maintaining stakeholder relationships

- Deep knowledge in the areas of customer experience improvement and Omni-channel best practices

- Expertise in developing business cases and strategy roadmaps

- Experience with either a leading online retailer in India (snapdeal, Flipkart, Amazon) or leading strategy consulting

- 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