Head - Omni Channel Customer Experience

Hiring For Head - Omni Channel Customer Experience

Experience :

- 7-9 years of experience, with at least 3 years' experience in defining customer journey / consulting on elevating customer experience. Strong experience in building and executing data driven business strategy through cross functional and leadership alignment.

- Leading team on analytics focused on drawing actionable insight from large data sets and handling project management independently

Role & Responsibility :

- Analyze Performance and Perception metrics to ensure that we have a clear understanding of what is causing friction points in the customer journey.

- Define and execute periodic business updates with cross functional and Franchise Ops leaders.

- Strengthen MIS to build visibility on Ops KPIs to drive ownership - internal and aggregator.

- Support Ops team in project management and support New product development team on new product launches.

- Drive customer experience on delivery / Dine In and Takeaway channel through Speed, Accuracy and taste

- Work with various cross-functional partners for effective collaboration and attainment of goals pertaining to customer experience.

- Drive Useful Insights from various data sources and external best practices to help drive great Customer experience

- Optimize and oversee operations to ensure efficiency and fix the gaps. Direct and coordinate all Restaurant's audits and drive customer experience.

- Drive OLO tech experience and process performance

- Strengthen In store experience for team member and customers by building processes around their journey and satisfaction.

- Execution of Digital in store tech and GES (Guest experience survey) and take Initiatives around digitization for simplification

Skills Required :

- Strong influencing & interpersonal skills and ability to meet deadlines.

- Team player - able to work in cross-functional teams to deliver results.

- High informing skills across multi-level stakeholders.

- Sound communication, planning, organizing and leading skills.

- Leadership skills that inspire and drive high performance by teams

- High energy/strong work ethic.

- Ability to effortlessly alter between office - leadership & stakeholder interactions and store immersions for deep business understanding.