Flipkart - Manager - Customer Experience

Manager - Customer Experience

RESPONSIBILITIES :

- Driving the Net Promoter Score (NPS) for Customer Experience initiatives for the zone. Additionally, would be responsible for on-field execution of cross-functional as well as customer and seller experience projects which improve both C-NPS

- Own, manage and develop the Customer experience initiatives. Responsible for executing all strategies w.r.t the entire customer and seller journey. Additionally, must work across the organization to improve the experience and deliver a world class customer and seller experience.

- Accountable for the successful end-to-end project management and delivery of Customer and Seller experience projects. Should be able to track and deliver projects on time. Must be able to evaluate time/cost/quality and change request.

- Managing and coordinating with all stake holders - both internal and external

- End to end process mapping, identification of gaps and executing service excellence strategies at the hub level through various checks and balances by collaborating with Ops and Experience coaches

- Identifying Customer and Seller dissonances / improvement opportunities and partner with business to recommend actions. i.e. Applicable actions on defaulters and repeat offenders

- Monitoring adherence of standards, ethics, and performance through regular visits to the assets and collaboration with state/regional leaderships

- Collaborate with Cluster Ops, Training, HR, Design, and other support functions for an improved experience of both internal customers (field executives) and external customers (customers)

- Complete end to end ownership of the Customer and Seller experience metrics (NPS, CSAT, FAKE, ESCALATION) and achieving the AOP targets. Also, primary owner for addressing the E2E escalations, asks, requirements pertaining to the function

- Should be able to respond to ad-hoc requests for data/insights to support business needs

- Understand and report key NPS drivers for each major experience levers and manage E2E

- Mentor the team and manage the MIS, Projects, Routines, Periodical Reviews closely. Also groom successors within the function as applicable and ensure best E-SAT from the Team.