Director - Operations & Customer Experience - Consulting Firm - IIT/IIM/NIT/BITS

We have an opportunity with our client as a director Ops & Customer Experience.

below find the job description.

Job description

This will drive customer and operational excellence and - best in class- lean practices across various teams within the Operations unit which includes Sourcing, Logistics/Supply Chain, and Customer Experience. This role will be responsible for creating a world-leading customer success strategy that makes customer retention a key day to day pillar of every role across the organization.

Responsibilities

. Driving organizational growth through initiatives aimed at repeat base, including growing the overall base of repeat users, driving frequencies (transactions) of repeat users, and improving retention for relevant cohorts of consumers.

- Drive thinking for relevant consumer offerings, new service offerings, and innovations to drive the repeat business, and work closely with other teams and stakeholders to implement these.

- This role will cover the management of a wide range of issues, from strategic contracts management to input on day-to-day operations.

- Emerging trends drive demand planning, customer-focused fulfillment strategies, production planning, margin expansion and forecasting.

- Share insights and statistics with the Leadership team to bridge the gap.

- Coordinate across different functions to deploy processes and systems.

- Coaching and leadership skills that bring out the best of the team.

Skills

- Strong Academics, from TIER 1 institutes.

- Leadership level in the organization.

- Strong SCM / General Management skills are required.

- 8+ years of ex-consulting and consumer industry experience

- You- re customer-centric with a natural instinct to relate to their needs & problems.

- You- re exceptional at team dynamics and great at keeping up energy levels, momentum & relations.

- Proven track record driving change and innovation.

- Strong ability to source and analyze data to drive business strategies and decisions.

Shubha