Vice President/Senior Vice President - Customer Experience - FMCG/Telecom - IIM/MDI/FMS

Responsibilities :

Customer Experience :

- Need Some With Tech Background And Product Management Background (Must & Should)

- Build products for backend, supply chain, sellers, customer experience improvement and customer service operations

- Establish short and long term goals and strategies for product areas and maintain the roadmap

- Work closely with the founders and be the owner of products in backend, supply chain and customer experience improvement areas

- Work with business stakeholders including sales, marketing, catalog, finance, operations to address long and short term business objectives

- Monitor overall performance and key metrics for backend, supply chain and customer experience

- Initiate and prioritize projects within engineering team and report on progress and develop product launch and training plans

- Improvements in Customer Satisfaction and Net Promoter scores

- Process customer feedback, suggestions, abuse and other product information to ensure we are constantly improving the customer experience on ground

- Generating individualized strategies to address our customers- unique issues by providing viable solutions based on data analysis

- Develop and manage project plans that address areas of customer dissatisfaction and other issues identified during business reviews and analyses

- Create optimal customer experiences through better use of technology and process automation

- Ensure that customer feedback flows to the Product team and fuels innovation

Process Automation :

- Work with cross functional teams, understand the gaps and likely failure points in the systems/processes

- Gathering and prioritizing requirements and working closely with CTO to execute automation projects

- Management and execution against project plans and delivery commitments to product teams

- Ensuring that the back-end processes and systems (including automation applications) keep running in wake of changes/break-downs internally or externally

- Reduction in the number of defects in the fulfilment process per transaction

- Reduction in the number of escalations per transaction

- Meeting the delivery timelines with adherence to the quality parameters

Desired Profile :

- MBA from Tier 1 B Schools

- 15+ years of work experience in operations or supply chain management with services company

- Project Management experience with a strong track record of project delivery

- Ability to handle multiple competing priorities in a fast-paced environment