Snapdeal - Manager/Senior Manager - CX Revenue Centre

Function : Customer Experience

Designation : Manager/ Sr. Manager- CX Revenue Centre

Job Location : Gurgaon

Responsibilities

We are re-imagining CX as a means to drive conversions from customers. In this role, you will design CX processes that will help in providing a human connection to customers who need help in various stages of their journey of placing an order on our platform.

- Design sales process, pitch, decide appropriate channels of communication like WhatsApp/IVR/Manual calling/Voice bot that maximizes conversions on sales leads and provide best shopping experience for the customer at the lowest possible cost

- Work with product, data science and marketing teams to build tools and instrumentation to build a pipeline of sales leads at the relevant customer journey and to build relevant tools required by the sales operation team to interact with the sales leads.

- Analyze opportunities across the customer life cycle and open new lines of businesses. Prepare AOP, come up with new growth initiatives

- Identify third party vendors to support & scale operations. Run an efficient Inside sales team using third party vendors. Measure, monitor, drive compliance of call quality and conversions.

- Work towards providing best shopping experience to customers, drive repeats from customers acquired through this channel. Focus on acquiring profitable customers who have high lifetime value.

- In this end, this role will have a strong sales operation focus. You will deliver on weekly, monthly targets as set out in the AOP. Targets will be both on top line and bottom-line

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

- Preparing Standard operating procedure, templates, and workflow documents for each stage of the operation in your line of business.

Skills Required

- Understanding of customers. Experience in designing sales pitches from scratch.

- Experience of working with third party vendors - building SOPs, metrics and driving compliance

- A product mindset to come up with necessary tools required by the sales ops team.

Background

- 4-6 years of Inside sales experience in high transaction tech platforms having strong sales focus like insurance, banking, used car platforms and similar fast paced setup with topline and bottom line targets.

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