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31/12 Karan Sinha
HR at Arvind Internet

Views:615 Applications:161 Rec. Actions:Recruiter Actions:97

Arvind Internet - Head - Customer Success (7-10 yrs)

Bangalore Job Code: 877771

About Us: Who we are, what do we do?

Want to work on the Future of Retail?

Want to help Retailers truly own their consumers?

Want to build an OS for Retail?

Want to work with Retailers across the world?

If the answer to the above questions is Yes, KEEP READING FURTHER..

Omuni, powered by Arvind Internet is India's largest omnichannel retail enablement platform built by retail practitioners. We are backed by Arvind Ltd., one of India's most respected companies in fashion with divisions in textiles, retail, and brands. We power the omnichannel roadmap of 50+ global brands covering a network of 5000+ stores. We help global brands/retailers create smarter and delightful customer journeys & empower our customers to rethink retail across India, South East Asia & Middle East

Our 200+ strong team comprises of Engineers, Product Managers, Retail operations, CRM, store support, supply chain management, analytics who have built the platform in-house to solve the needs of modern retail from a practitioners point of view and thus the platform requires very little customization to be deployed for most brands & retailers

Few products powered by our platform are NNNOW.com, omuni.one apps, Wildcraft.com etc.

Operations @ Omuni, Arvind Internet:

Handles 5000+ stores across 100+ customers

Handles 1M+ per month of orders from digital or marketplace store fronts

Is responsible for customer success in a retail environment through successful order completion and fulfilment. It includes thought leadership, being the voice of the customer internally with Product and Engineering, customer support, periodic business reviews, interactions across various roles with every client

About the role:

We are looking for the Head of Customer Success at Omuni. This role is meant to be the voice of customer inside the organization - identifying and quantifying the key factors for Customer success and then communicating them effectively to drive the solutions towards an excellent customer experience. The role is a unicorn role at Omuni and as such the ideal candidate is expected to deliver the following: responsible for existing client revenue and owning the churn rate, build a happy client profile and thereby create successful case studies

- Design and implement a customer success framework at Omuni

- Design KPIs & SLAs for customer support functions like tech support, CRM, retail operations & logistics to deliver an excellent client experience

- Create customer feedback loops within the organization to foster a company-wide culture of customer success

- Conduct in-depth interactions with customers via customer advisory boards & business reviews; Provide inputs for the product roadmap to ensure continued success with customers

- Manage customer escalations & mobilizing resources across the company as needed

- Own targets for existing revenue streams growth

- To oversee operational excellence across retail operations, logistics and customer support to solve for on-ground challenges

- Liaise with product management and tech support teams to ensure client requirements are met & the right expectations are communicated back to the client

- Liaise with sales to provide inputs for scale up, cross-sales or churn threats inside the account

- Communicate product roadmap, new feature launches and other updates to the client

- Joint-business planning with customers to project brand business numbers, channel expansion plans, etc.

Ideal Candidate profile:

- Understanding of retail and its pain points

- 8+ years of relevant work experience in setting up and owning customer success charter preferably within a B2B SaaS organization

- Demonstrated leadership capabilities of 5+ years as a thought partner with customers, cross-functional experiences, & leading teams

- Brings demonstrated systems and process thinking capabilities and a solution-oriented mindset

- Proven ability to lead people internally and externally to drive outcomes

- Ability to liaise cross-functionally between technology, customer support, & operations functions

- Ability to implement highly quantitative approaches to measuring success including understanding, measuring, and forecasting customer success metrics & revenue

- Ability to work globally across geographies and culture.

Meet the team:

Arvind Internet is a young, dynamic, fast paced organization that:

- Loves solving complex problems

- Challenges status quo

- Is Customer drive

- Engineers products

Our average age is 29 years!

Culture:

We are an open, employee-friendly organization with a flat structure. The core of all our processes is #rethinkretail

Benefits

Arvind Pride Card: 30% discounts on all brands of Arvind Fashion Limited, like U.S. Polo Assn., GAP, Arrow, Flying Machine, Ed Hardy, etc.; 20%-30% discounts with Sephora, Unlimited

A comprehensive and contemporary Time Away from Work

Relocation benefits for an inter-city movement

Birthday gift voucher

Insurance program for Family

Perks

Working with the best minds to transform retail

Flexi-working schedule

Regular Celebrations and outings

An approachable & accessible leadership team

Interview Process for Head - Customer Success

In order to help you prepare better, wed like to share with a directional sense of what to expect in the interview:

Recruiter call: [ 20 mins ]

Recruiter briefs you about the org; about the Partnerships org; about the role

Understands from you about your work ex, skills, expectations about the role, etc.

If your profile is shortlisted in the screening process, the 1st Round is set up with a Peer

Exploratory call by Recruiter: [ 5 mins ]

Recruiter call to check if you are interested in exploring job opportunity with us

If yes, the Recruiter shares with you the JD. Does data checks in terms of CTC and Notice period

Round 1: Interaction with a Peer [ video- call ]

Discussion with a potential peer

Interviewer explains about the org and the role

Understands your past work experience, major projects you've worked on, deep-dive into any specific projects ; answers any questions you may have

If the profile is further shortlisted, the next round is scheduled by the Recruiter

Round 2: Interaction with the Hiring Manager [ video- call ]

Discussion with a potential peer

Interviewer discusses with you a real-life situation

One would want to understand your approach to solving problems, coming up with multiple approaches, technical expertise, etc. The interviewer might also want to understand the extent of people management you have handled in the past

If the profile is further shortlisted, the next round is scheduled by the Recruiter

Round 3: CEO Round [ video- call ]

This round is to get an overall understanding about your profile, your strengths and opportunities for grooming, cultural and team fitment

Post this round, a discussion with the Head of HR is scheduled

Round 3: Head HR Round [ video- call ]

This round is to get an overall understanding about your profile, org and cultural fitment

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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