Landmark Group - Assistant Manager - Customer Experience - eCommerce Vertical (3-5 yrs)
Assistant Manager - Customer Ecommerce (E-com)
SUMMARY: Be a key stakeholder in the Omni channel team to drive Customer experience and by this, contribute to driving repeat revenues
KEY RESPONSIBILITIES:
- Thinking through and helping to shape complete Customer journey for online business by using data analytics, be responsible for complete execution, monitoring & running through the projects
- Ensuring deep involvement, alignment and working closely with all Key Stakeholders like Logistics, warehouse and stores
- Preparing and publishing reports/dashboards on a regular basis to senior management team
- Be a common point of contact for various teams & perform daily, weekly and monthly reviews and analysis of current processes using operational metrics and reports
- Creating strong "Visibility" to customer pain points by having a close view on Voice of customer (VOC). Share them with all stake holders, right up to the top management, identify projects to drive overall customer experience
- High level of individual discretion to ensure customer satisfaction and business success
- Conduct insightful, ad-hoc analysis in case of any failures leading to poor experience or increase in contacts at call center
- Monitor project progress by tracking activity, resolving problems, publishing progress reports, recommending actions
- Call the detractors to understand their problems, capture them, report, analyze and identify opportunities to create new project opportunities
- Strong bias for action to drive results and/or improvement plans based on key performance and customer insights
- Act as team player and coordinate with different business functions such as IT, Operations ; Corporate & regions, Content, customer care, SCM teams etc. ensuring smooth day-day operations.
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