Head - Merchant Experience - Internet/Online

Head Of Merchant Experience

Role :

- The role of a Merchant Experience Manager is to proactively increase Merchant satisfaction and loyalty, through ensuring Merchants needs are met and managing the Merchant life cycle.

- The goal is creating an ongoing strategy for anticipating and meeting Merchant needs.

Purpose :

- Using a variety of methods, engage with Merchants, including complainants, about their experience of doing business with organization.

- Develop relationships with key stakeholders, including Merchants groups.

Responsibilities :

Merchant experience

- The incumbent will own the Merchant Experience Charter and will be responsible for identifying both stated and unstated concerns being faced by Organization's merchant, via Market visits, Connects with Merchants, Inputs from M-Sat, Inputs from frontline and Merchant NPS surveys.

- Work closely with Product and Tech teams to define the problem statement with regards to concerns or needs and prioritize the same and take it to closure.

- Ensure for multi-pronged approach to new feature GTM

- Produce statistical data and analysis in relation to Merchant feedback to further design and implement critical product feature, enhancements, and process re-engineering wherever required.

- Own key metrics across tracks and close loop in case of any break points across any key metrics that would impact Merchant experience.

Stakeholder Management :

- The incumbent will be responsible for highlighting key areas of improvement at processes/ product level

- The incumbent will also make sure that the frontline and other stakeholders are aware of the product enhancements and new features

- Incumbent will work closely with frontline to understand Merchant issue and collaborate with the relevant stakeholders to resolve the same

- Ability to present and discuss information clearly and to different audiences

Skills and Abilities :

- An analytical mind with attention to detail, with particular focus on both quantitative & qualitative data when reviewing performance.

- Ability to present and discuss information clearly and to different audiences.

- The ability to use your own initiative, balance priorities and work with high degree of Ownership

- Excellent interpersonal, communication and influencing skills

- Problem-solving abilities with a strong bias for impact

- Exposure to the start-up environment is an added advantage.

- Drive for result, able to demonstrate/quantify success relative established targets and metrics

Requirements :

- MBA from Tier 1/2 campus with a good academic record

- Experience in Internet, FMCG, Retail is highly preferred (B2C experience)