About Opus & the CX function
Birla Opus is an ambitious new project from the Aditya Birla Group. With an investment of over 10,000 Cr, we are in the process of setting up a new decorative paints company. With our unique mix of heritage, market understanding of adjacent categories, deep investment in R&D, marketing, network & customer experience, we believe that we are in a strong position to create impact in the Indian paints industry.
The Customer Experience (CX) function within Birla Opus has the mandate of crafting seamless journeys for our customers as they navigate the world of paint.
Our customers include end users who paint their homes; painters, contractors who use our products daily; retailers who are our channel partners and architects, interior designers who specify our products. CX is responsible for designing and managing our retail store formats, running various painting service models, managing influencer relations, digital product management, creating colour & décor solutions and ensuring customer satisfaction.
The CX function works closely with our other front-end functions of Sales & Marketing and the other central functions like IT, Finance & HR.
Why this role
Birla Opus is setting up experience centers across all metros and T1 cities in India. These experience centers will be the creative hubs that showcase brand Opus to the world. Designed around the central idea of ‘colour experiences’, these flagship stores will help our customers choose colour, patterns and textures in a way they have never imagined before.
The experience stores will also help us develop creative communities in the cities we are present in. We will host events, workshops and exhibitions to create opportunities of meaningful engagement with our customers. The experience stores will also host architects & interior designers – both through formal events as well as informal interactions. We look forward to designers using our stores to showcase ideas to their clients.
About this role
The Lead – Experience Stores is a critical role that requires creativity, curiosity and operational excellence in equal parts. You will be responsible for delivering a delightful experience to all customers walking into our stores across the country.
You will own this goal from the beginning to the end – defining the strategy, execution of the SOPs, the cycle of events and activities and tracking progress. You will supervise the store fitout and ensure timely delivery of each store. You are expected to bring in domain expertise and understanding of various markets to fine tune our concepts and create retail spaces that are unique and locally relevant. Your ultimate goal is to ensure that these stores deliver on the twin objectives of brand building & sales.
Your team will include the zonal heads and the store managers of the experience stores. You will have a central team of managers to help you plan and run the operations. You will work very closely with the digital experiences team, the sales team and the marketing team. We are built like a start-up, so you can expect some overlap of responsibilities. You are expected to collaboratively figure out solutions and processes to manage this ambiguity.
You will report to the Head of retailing – Utpal Soni, but you will work very closely with the Head of Customer Experience – Srikanth SK
What you must have:
Other desirable traits
