Associate Vice President - Customer Experience - eCommerce

Key Skills: Process Improvement in the area of Online, logistics, call centre. Excellent experience in Analytics.

Our Client: A Fastest growing ecommerce company & India's largest e-commerce store for fashion and lifestyle products.

Providing an awesome experience to our customers is a strategic priority for our client. Our client, have adopted a holistic approach towards experience of our customers, bringing in a strong proactive element to our customer's experience.

The role of AVP-Customer Experience is a critical role responsible for the team focussed on preventing bad experiences and driving cross-functional projects to deliver Customer WOW.

Responsibilities

- Guardian of Customer experience for our client - responsible for continuous improvement of customer experience at all customer touch points.

- Responsible for Strategy and Execution of all customer experience improvement projects - driving continuous improvement. Establishes relationships with the different teams within our client to make projects successful.

- Responsible for a scientific approach towards Customer Experience - Establish a framework for measuring customer experience, Building and running mechanisms to kill Outliers (Prevention is Better than Cure), Building a framework to learn from Outliers to drive Continuous Improvement.

- Evangelize Customer experience amongst our client at large, through leading innovative programs.

- Responsible for infusing Customer Centricity to the organisation at large from customer facing teams to inward facing teams.

- Develops a very good understanding of the customer pain points, and delight points.

If you are interested in the above role, do apply with your updated resume.

Gopal Kondath