Flipkart - Senior Manager - Customer Experience - Content Design & Knowledge Management

Flipkart - Senior Manager - Customer Experience - CX - CD & KM (Content Design and Knowledge Management)

About the team :

- The journey of a consultant at CX involves providing the best customer resolutions in the fastest time. Excelling in Customer satisfaction, while providing the top notch quality of calls is a mandate that the CX team prides itself in. But this journey of Customer experience delivery always begins in the training room on the platform and knowledge empowerment that is enabled by the Content Design and Knowledge Management team. The team takes ownership to deliver a future ready fleet of consultants on the CX floor who bring smiles to customer's faces.

- At CX Content Design and KM, we have a mission to deliver industry - best Knowledge base to our consultants and ensure they are equipped with job-specific tools to excel. The CX CD & KM work span consists of supporting and building platforms for Training Operations, Behavioral Training and the Training MIS wings with over three dozen industry professionals that are focused on bringing top class andragogy and training methodologies into the training rooms in locations spread across the nation.

- We believe that a true L&D professional is all about understanding customer needs- be it internal or external- and being flexible enough to cater to it and don multiple roles and responsibilities which is crucial to our success. This is especially true during the sale ramps where we hire and manage record breaking training statistics across India.

What you'll do :

- Customer First has been the guiding philosophy at Flipkart ever since its inception in 2007. This is one of the core values which the company lives by and has been the key driver for its leadership position in the e-commerce industry today.

- All decisions are based on this philosophy and each employee is expected to demonstrate this value in abundance.

- Given the hundreds of touchpoints and millions of moments of truth that Flipkart sees everyday, Customer Experience vertical is the key function that plays a large role in how customers perceive the company and consequently their Life time value.

- The function not only delivers service on a daily basis to lakhs of customers but also defines the overall experience that millions of Indians go through everyday at the country's largest online shopping destination.

- The Senior Manager - CX CD & KM would be a changemaker who can improve consultants' learning journey and ensures that the team delivers best in class customer experience.

- The Associate Director would lead a team of talented professionals, be a role model and execute Learning solutions and create Learning paths in line with the organization goals.

Roles & Responsibilities :

- Implementing content strategy for business requirements

- Delivering high quality content from concept to production (storytelling)

- Working with a range of digital formats

- Thinking about user experience and usability, accessibility, writing for the web, and meeting user needs with content

- Partnering with other teams, such as Operations, Process design Etc.

- Stakeholder management and relationship building - internally and externally

- Driving reach, reputation and revenue with content

- Adapting existing content for transitions and improvising on it if the business works

- Maximizing efforts on strategic vision, budget tracking and resource allocation

Competencies critical for this role :

- Should be agile, self-starter and should be able to work with guidelines and directions

- Accountability

- Innovative and creative

- Clear Vision

- Detail Oriented

- Coaching and mentoring future leaders in the team

- Ability to influence Stakeholders

- Ability to multitask and juggle several workload and projects simultaneously

- Strong interpersonal skills, team building and collaboration

- Working well under pressure and fast paced digital environment

- Proven track record/portfolio of projects from concept to completion.

What you'll need :

- 10 years of experience in customer experience learning and development in Content Design and KM roles

- Minimum 7 years of team handling experience is a mandatory requirement

- 5+ years of experience in production and/or creative direction.

- Experience in adapting creative across multiple geographies

- In depth knowledge of work done in a BPO setup

- Strong people management and cross-functional leadership experience