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31/03 Aditya Joshi
Leadership Recruiter at Udaan

Views:5087 Applications:1109 Rec. Actions:Recruiter Actions:660

Udaan - Head - Business Operations - IIM/ISB/MDI/FMS (12-18 yrs)

Bangalore Job Code: 813671

Key Responsibilities :

- Develop philosophies of customer experience, design and execute the best customer experience strategy

- Work closely with departments like Sales, Supply Chain, Business Development, etc. to build the process, systems and deliver the strategy

- Responsible for the end to end customer experience and processes related to the new business across pan India

- Work with tech teams and own the development of products such as customer support, installation / uninstallation, logistics experience

- Work on solving customer queries, returns, customer and seller experience

- Set up the entire customer service processes and operations

- Create VOC mechanism and responsible for the Net promoter score of the new products

- Deep dive in customer data to find out process gaps and improve the broken experiences

- Drive customer experience improvement initiatives across India by diving deep in voice of customer & via customer journey mapping

- Lead a major customer experience improvement program by improving processes and products

- Enable cross functional teams such as transport, category, payments, etc. and customer service teams to identify process gaps by doing Gemba & Kaizen

- Set-up VOC framework in the organization to improve customer experience reduce defects

- Responsible to spread culture of innovation and continues improvement in the customer service organization

- Led delivery/pickup network expansion and improvements in Transit times

- Drive improvements in customer & seller experience by improving customer satisfaction & Net Promoter Score

- Led process quality improvement across supply chain, internal quality audits and compliance

- Responsible to make Annual Operating resource & infra plan & control the same

- Drive revenue generation by leading warehousing & transportation solution design and implementation within planned timelines & budget

- Work with cross functional teams and prepared customer RFQ/RFP response presentations to explain the Logistic solution, Value proposition & service benefits

- Prepare quarterly business reviews & provided analytics support like Customer Warehousing & transportation P&L and Service Levels to Top management for making business decisions

Skills :

- Stakeholder management : Ability to navigate through multiple stakeholders and build strong working relationships across all levels of the organization

- Assertiveness : Ability to push back

Qualifications and Experience :

- MBA from a Tier 1 Institute with 15 to 18 years of relevant work experience, preferably in an e-commerce setup

Women-friendly workplace:

Maternity and Paternity Benefits

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