Program Manager - Customer Success - Internet/eCommerce

Customer Success is responsible for driving crossfunctional programs and projects impacting Customer Experience for Tata CLiQ. Will act as internal champion and quarterback, coordinating the cross functional approach required for sustained customer success. Key focus areas will include, but not limited to, Perfect Order, NPS, retention, LTV and customer advocacy.

Key Responsibilities:

Critical to success will be driving cross-functional collaboration and communications across Category, Logistics, Fulfilment, Omni-Channel, Marketing, Product teams and Services, facilitating customer lifecycle touch points & transitions that will drive on-going Customer Experience metrics achievement.

- Lead the development and execution of action plans to achieve identified customer outcomes for different Tata CliQ customer segments.

- Establish critical goals, or other key customer performance indicators, and follow disciplined playbook planning, proactive health monitoring and regular risk troubleshooting.

- Establish baseline and manage continued reporting on customer experience metrics achievement.

- Achieve customer success performance goals - Perfect Order, NPS, reduced customer churn, revenue expansion opportunity identification, customer satisfaction.

- Advocate customer needs/issues cross-departmentally and program manage fixes identified through deep RCAs.

- Program manage corrective & preventive actions.

- Periodic benchmarking with the best in the industry for different parts of the customer journey.

- Perform deep analysis using advanced techniques and delivering actionable insights

- Provide regular insights into satisfaction drivers, retention, loss and other customer feedback.

- Distill global customer insights into business recommendations by identifying meaningful customer indicators and trends and by performing root cause analysis using various techniques.

- Monitor, analyze, report and communicate customer KPIs at front line and executive levels.

- Become an expert on survey best practices to ask the right questions to the right customer contacts to maximize survey response rates while gathering high quality feedback through satisfaction surveys

- Analyze customer feedback by geographic region, customer segment, channel and other key segments to understand loyalty drivers and gaps in the current customer experience.

- Maintain and troubleshoot required data linkages.

- Work with cross-functional teams to build the business cases and plans for improving specific customer issues.

- Monitoring other key customer based projects progress and ensuring timely delivery of results.

- Design user-friendly tools, reports, dashboards and KPIs to be used by management for customer KPIs