Director at Lead Search
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GM - Omni Channel Strategy - Telecom (7-12 yrs)
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
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