GM - Omnichannel Operations - eCommerce - Telecom

GM - Omnichannel Operations (eCOMMERCE)

Reporting to (Position) : AVP Omnichannel

This role plays a critical role in 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 : Post Graduate

Years of Experience : Minimum 10 years

Industry : Online Retailers/Telecoms / Banks / Airlines/Business/ Strategy Consultancy

What Is Company Looking At :

- Significant operational experience in digital and multi channel 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 or serving a leading online retailer / telecom player

- Experience in a sales-driven organization with hard targets - minimum 3-5 years

Knowledge & Skills (Indicate which criteria are mandatory) :

- Deep online / eCommerce knowledge

- Deep Omni-channel operations knowledge

- Strong understanding of the retail, telecom or other relevant retail and service industries