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Title - OMNI Channel Manager/Sr.Manager | Business - Tanishq Marketing Job Description: Tanishq Jewellery is committed to delivering exquisite craftsmanship, timeless designs, and exceptional customer experiences. Our omni-channel strategy is key to our growth, allowing our customers to engage with us seamlessly across various touchpoints - online, in-store, and through social media platforms. We are looking for a dynamic and results-oriented Omni Channel Manager to oversee and optimize our multi-channel sales and customer experience strategies. This role will involve collaboration across marketing, e-commerce, retail, and operations teams to ensure a cohesive, customer-centric approach across all channels. Key Responsibilities: 1. Omni-Channel Strategy Development & Execution: - Develop and implement a comprehensive omni-channel strategy for the brand, ensuring an integrated and consistent customer journey across all touchpoints (online, offline, social media, customer service) etc - Drive the seamless integration of the brand's e-commerce platform with retail stores, improving both online and in-store customer experience 2. Lead Management & Contact Centre Operations: - Oversee the lead management process, ensuring seamless capture, tracking, and nurturing of leads across all channels & campaigns. - Collaborate with the contact centre team to enhance customer service efficiency, resolve inquiries, and convert leads into sales, while maintaining high levels of customer satisfaction & productivity. 3. Customer Experience Management: - Ensure a seamless and consistent customer experience, driving engagement and loyalty both online and in-store. - Collaborate with E-COM Product team, Merchandise, and customer service teams to create personalized experiences, including targeted promotions and curated product selections across channels. 4. Sales Optimization & Channel Growth: - Develop and manage campaigns aimed at increasing traffic and - Leads to enhance sales on both e-commerce and retail stores. Sensitivity: Internal - Use analytics to monitor performance and identify opportunities to optimize sales across all touchpoints. - Lead cross-functional teams to achieve monthly, quarterly, and annual sales goals, both online and offline. 5. Digital Marketing & Content Strategy: - Work closely with the marketing team to create digital content, including social media, email marketing, and online ads, that aligns with the brand's image and drives omni-channel engagement. - Coordinate with the e-commerce team to optimize product listings, SEO, and customer outreach strategies to increase online visibility and drive sales. 6. Data Analysis & Reporting: - Analyse customer behaviours, trends, and performance data to continuously improve the omni-channel strategy. - Provide regular reports to senior management on key performance indicators (KPIs) related to sales, customer engagement, and the effectiveness of omni-channel initiatives. 7. Team Leadership & Collaboration: - Lead and collaborate with cross-functional teams (e-commerce, retail, CRM, marketing, and customer service) to ensure alignment on omni-channel goals. - Train and mentor internal teams on best practices for creating an integrated omni-channel experience. 8. Technology & Platform Management: - Oversee the management and integration of the various platforms (CRM, Endless-Aisle, GPT BOT systems, e-commerce platforms, etc.) ensuring seamless communication and operational efficiency across all channels. - Stay updated on the latest e-commerce and retail technologies, trends, and best practices etc Experience: 8+ years of experience in tele- sales, customer experience, complaint management, contact centre operations, leading Training & Quality function. Skills: - Strong understanding of contact centre operations, omni-channel retail strategies, dialler functionalities and digital technologies etc - Proven experience in driving sales and customer engagement across online and offline channels - Familiarity with e-commerce platforms, CRM tools, and data analytics tools

Bangalore

Titan - Omnichannel Customer Experience Manager/Senior Manager - Tanishq 

Job Description for Titan - Omnichannel Customer Experience Manager/Senior Manager - Tanishq  in Titan Company Ltd. in  Bangalore for (6-10) years of experience. Apply Now!

Titan - Omnichannel Customer Experience Manager/Senior Manager - Tanishq  | iimjobs.com