AVP - Customer Experience - eCommerce Startup - IIT/IIM/ISB

FIRM: Series B funded start up

LOCATION : Bengaluru

ROLE: AVP-CUSTOMER EXPERIENCE

Job Description

About the Role:

- Own NPS (Net Promoter Score) for the company i.e. make sure that a seller/customer never drops off

- Coordinate across multiple functions (Operations, Supply, Marketing, Product) internally to get the best experience for our seller/customers

- Map seller/customer related processes and identify process gaps. Do a root cause analysis of seller/customer issues and provide sustainable solution to operational teams

- Proactively identify potential seller/customer issues and drive mitigation measures

- Lead the seller/customer support function for customer returns and customer refusal products. Forecasting seller/customer Issues and plan capacity accordingly

- Uses various forms of communication, conducts audits and check performance level to achieve expectations on SLA parameters/production

- Responsible for production, quality & crisis management for the teams, analyze volume trends, track and report productivity metrics

- Develop robust metrics that communicate the performance of the group across multiple dimensions

What we look for:

- MBA/B. Tech. from a premier institute (IIT/IIM/ISB)

- 3+ yrs of experience in e-commerce industry (fashion industry preferred)

- Strong Analytical and Problem solving skills

- Startup Cultural Fit: willingness to learn, to innovate, to take initiative, to think beyond conventional dogma, ability to work in a flat organisation.

- Excellent written and verbal communication skills

- Empathetic approach towards user

- Hustler i.e. one who can go to any lengths to get the job done

- Proven track record of finding innovative solutions to business problems