We are hiring for a well known Footwear brand from Germany which has both retail as well as ecommerce channels of business in India. This role is responsible for Customer experience and also Customer service. - Candidate should be a highly motivated and experienced Assistant Manager with D2C Retail Experience, to join our team. - As an D2C customer service specialist, you will be responsible for ensuring exceptional customer service and satisfaction through our customer service team/agency and driving growth through a seamless online shopping experience. - Your role will involve managing all aspects of the customer journey, from pre-purchase inquiries to post-purchase support, and implementing strategies to enhance customer engagement and loyalty. - This is a pivotal position that requires a strong understanding of eCommerce platforms, excellent communication skills, and a passion for delivering exceptional customer experiences. Key responsibilities: 1. Develop and implement customer experience strategies: - Collaborate with cross-functional teams to develop and execute customer experience strategies that align with business goals. - Ensure a seamless and personalised omnichannel shopping experience for customers. 2. Manage complete customer support operations: - Oversee and be one point contact for all customer support team, store team to ensure prompt and accurate resolution of customer inquiries, complaints, and escalations. - Develop and maintain customer support policies, procedures, and service level agreements. - Build and systemise routine trainings across all d2c functions and teams. 3. Monitor customer feedback and analytics: - Implement and utilise customer feedback, surveys, and data analytics to identify trends, pain points, and opportunities for improvement. - Consistently analyse key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty to drive actionable insights and recommendations. 4. Stay up to date with industry trends: - Monitor industry trends, best practices, and emerging technologies in eCommerce customer experience. - Proactively identify innovative solutions and opportunities to differentiate our brand and deliver exceptional customer experiences. 5. Cross-functional collaboration: - Collaborate with stakeholders across the organization, including marketing, sales, product management, and operations, to align customer experience initiatives with broader business strategies and goals. 6. Manage vendor relationships: - Work closely with third-party vendors, including customer support software providers and technology partners, to ensure smooth operations, system integrations, and optimal performance. Qualifications: - Bachelor's degree in business, marketing, or a related field (advanced degree is a plus). - Proven experience in eCommerce customer experience management or a similar role. - Strong understanding of eCommerce platforms, customer journey mapping, and customer support best practices. - Passion for delivering exceptional customer experiences and driving customer loyalty. - Exceptional analytical and problem-solving skills, with the ability to interpret data and trends to drive actionable insights. - Excellent communication skills, both written and verbal, with the ability to effectively collaborate with cross-functional teams and communicate complex concepts to non-technical stakeholders. - Demonstrated ability to manage and motivate teams, fostering a positive and customer-centric work environment. - Experience with customer support software, CRM systems, and analytics tools. - Detail-oriented with strong organizational and team management skills. - Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.

Gurgaon/Gurugram

Assistant Manager - Customer Service Specialist - Retail/eCommerce 

Job Description for Assistant Manager - Customer Service Specialist - Retail/eCommerce  in Human Fra in  Gurgaon/Gurugram for (5-10) years of experience. Apply Now!