Job Description:

Work Exp- 7 to 10 yrs 

Location- Bangalore 

Education- Graduate 

Key Areas to consider are: 

Program Leadership:

• Lead the Mission Happiness program, ensuring alignment with business goals and customer satisfaction objectives.
• Develop and implement strategies to enhance customer experience and satisfaction across all channels, including in-store, online, and customer service.

Customer Experience Improvement:

• Analyse customer behaviour data to identify trends, pain points, and opportunities for improvement.
• Work closely with the customer service team to resolve complex customer issues, ensuring timely and satisfactory outcomes.
• Monitor key performance indicators (KPIs) related to customer satisfaction

Data Analysis and Insights:

• Conduct in-depth analysis of customer data using tools like Microsoft D365, Power BI, Excel, and other relevant platforms.
• Provide actionable insights and recommendations based on data analysis to improve customer segments, purchasing patterns, and overall experience.

Problem Solving & Time Management:

• Identify business issues through data analysis and develop effective solutions that drive positive outcomes.
• Manage multiple projects with tight deadlines, ensuring timely delivery without compromising quality.

Cross-Functional Collaboration:

• Collaborate with B&M, e-commerce, product, and retail operations teams to deliver projects that enhance the customer experience.
• Ensure effective communication and alignment of goals across teams to maximize project success.

Stakeholder Management:

• Communicate complex data findings and insights to stakeholders, creating buy-in and support for recommended initiatives.
• Gather and document business requirements, ensuring they are accurately reflected in analysis and recommendations.

Customer Service Operations:

• Understanding on call-center operations or similar experience in any other customer-facing roles, ensuring high standards of customer service
• Monitor and improve KPIs such as AHT, TAT OR  sales metrics in retail operations and takes initiative to identify gaps in the existing processes and suggest new SOPs

Industry Knowledge:

• Stay updated on the latest trends and challenges in the retail fashion and e-commerce industries.
• Leverage industry knowledge to drive innovative solutions and keep the program competitive.

Business Process Understanding:

• Map out business processes to identify areas for improvement and implement solutions that enhance operational efficiency.
• Ensure processes are well-defined and optimized to support the Mission Happiness program's objectives.

Entrepreneurial Mindset:

• Thrive in an entrepreneurial or unstructured environment, taking initiative and driving projects with minimal direction.
• Adapt to changing business needs and explore new opportunities for enhancing customer satisfaction in a fast-paced retail environment 

Qualifications:

Minimum Experience Level:
7-10 Years

Report to:
Senior General Manager