Landmark Group - Assistant Manager - Customer Experience - eCommerce Vertical

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.