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17/02 Karishma Sharma
Assistant Manager at Snapdeal

Views:1979 Applications:614 Rec. Actions:Recruiter Actions:28

Snapdeal - Manager - Customer Experience Design (2-8 yrs)

Gurgaon/Gurugram Job Code: 893145

Function: Customer Experience

Job Location: Gurgaon

Responsibilities

In this role you are required to identify and assess complex problems for a defined set of areas of responsibility. You would create solutions in situations in which analysis requires an in-depth evaluation of variable factors. Requires adherence to strategic direction set by senior management when establishing near-term goals. Decisions individual at this role makes have a major day to day impact on the area of responsibility.

- Liaise with internal teams such as marketing, product development, account management, billing, finance, UX etc. to ensure that gaps in the customer experience- irrespective of where they occur in the journey - are plugged

- Responsible for creating satisfying or compelling experiences for customers with a focus on reshaping the customer experience to maximize conversions.

- Responsible for driving Process improvements within the guard rails of Cost, Quality, Reliability & Stakeholder Experience.

- Preparing Standard operating procedure, templates, workflow documents for each stage of the operation.

Skills Required

- Ability to define problem statement, design & improve processes across life cycle of customer on ecommerce

- This role will also need program management skills to drive execution of the changes planned across a cross functional team in a relatively ambiguous environment.

- Candidates should have hands-on experience of working in critical customer experience life-cycle stages. Also, should have exposure to product development

- Candidates should know how to pull and analyse data to validate hypotheses.

Background

- Prior experience of 2-4 years in consulting or ecommerce in customer experience or process improvement roles.

- B.Tech + MBA from Top institutions of India.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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