Lead - MX Strategy - Merchant Experience - Need candidate from Tier 1 college only. Responsibilities will include: Functional Expertise: - Lead the merchant experience roadmap to improve merchant contact experience, merchant retention & reduce incidence rates. - Design and lead programs to improve experience metrics, driving improvements in CSAT, NPS and other relevant operational metrics. - Monitor key performance indicators (KPIs) for merchant experience and retention, and drive actionable items from trends. - Conceptualize the workflow and own chat as a service channel (self-serve/automated + agent support). - Perform exploratory data analysis to identify trends, patterns, correlations, and insights and develop data driven solution to improve merchant experience. - Develop and manage a comprehensive customer communication strategy, including targeted campaigns to engage and retain customers. - Streamline the communications across the product journey, adverse events and product changes/launches in collaboration with the respective Business, Operations & Product Owners. - Own the retention charter and drive strategic projects that enhance merchant stickiness and delight Problem Solving: - Identify next avenues of merchant experience enhancements, by benchmarking BharatPe against the gold standards across the world. - Analyze merchant feedback, market trends, and competitive insights to identify opportunities for improvement and innovation in merchant experience. - Own and drive these changes by collaborating with cross-functional teams. - Drive a culture of continuous improvement, encouraging feedback from customers and employees to enhance service delivery.

Gurgaon/Gurugram

Lead - Merchant Experience Strategy - IIM/ISB/MDI/FMS 

Job Description for Lead - Merchant Experience Strategy - IIM/ISB/MDI/FMS  in Recruit Elite  in  Gurgaon/Gurugram for (7-12) years of experience. Apply Now!