Retail Program Manager Mission Happiness Retail
Retail Program Manager Mission Happiness Retail
Posted on :
12-04-2025
Employer Active
1 Vacancy
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Share
Send me jobs like this
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Job Description
Location Bangalore
Work Exp 4 to 6 years
Education Masters
Key Result Areas:
Ecommerce Customer Voice
- Strategize and scale Feedback collection solutions for ecommerce to drive data richness while working across Business Product and Tech for 9 brands of ABFRL
- Launch and expand NPS across ecommerce moments of truth as needed by the organization on Brands Apps Super App etc.
- Collaborate with cross functional teams to devise relevant questionnaires/probes for customerimpacting business processes and touchpoints
- Undertake key design decisions that are responsive to customer needs and communicate priorities to teams to sustain customer centricity
Digital
- Interact with cross disciplinary technical and nontechnical teams for process and design roadmap
- Undertake enhancements/additions in mediums used for feedback collection Email SMS WhatsApp Calls Popups Push notifications other active and passive feedback collection mediums
- Manage customer product and business details against each response to ensure data meets quality and standards that allow for successful
- Devise and monitor loop closure mechanism for ecommerce customers through internal and outsources solutions CX/CRM vendors
CX Metrics & Dashboards
- Own key CX metrics such as Happiness Index %Detractors against various parameters and drive towards entitlement
- Drive critical orgwide OKRs which have a direct bearing on customer experience outcomes
- Develop and continuously upgrade CX Metrics data models on Power BI for faster and easy consumption of data on customer experience
Analytics & Huddles
- Anchor ecommerce customer experience analytics by defining tracking and improving key metrics
- Break down customer experience into relevant domains: Product Website/App Experience Delivery & Refund Operations other MH X Brand KPIs to drive focused actions against identified opportunities (across business/customer domains)
- Identify pain points/gaps work out solutions and recommend solution implementation for customer first abilities
- Benchmark against industry competitors and advise best in class customer experience to business/brand
- Demonstrate good understanding of business/brand objectives align effort and get buyin from stakeholders to propagate customer centric processes/decisions derived out of analytics
- Maintain effective no. of huddles and provide insights to action for the allocated brands
Customer Centricity Evangelization
- Help expand the program penetration across organization and work with business teams to understand/solve issues through consumer analytics
- Knowledge sharing and capability building on understanding customer journey journey maps and drivers of experience at large scale
- Drive stakeholder management and engagement increase departmental impact at HO for Consumer Insights for brands/departments tagged to him/her to improve customer retention
Ecom New Initiative
- MH for Super App
- Cart Abandonment MH (will have direct revenue impact and increase sales 2X)
- New medium addition for response collection for existing Ecom MH Surveys WhatsApp (SMS response rate is very low)
- Ecom MH for new additions: Reebok AS App or any new brands in FY23
- Ecom MH Detractor Management Program (Converting detractor to promoter which will have direct revenue impact)
- Ecom MH Verbatim Analytics (the analysis will help brand team on big impact items for projects at quarterly frequency)
- The brand huddle frequency will get formalized quarterly (currently the brand catchup is adhoc and is happening for the brands that are requesting for the same) Given the same resource is managing we are undertaking only one huddle per month as the existing workload of managing operations for refund delivery website PPMH online and PPMH offline surveys are consuming bandwith.
Required Experience:
Manager
Employment Type
Full Time
Key Skills
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
