GM - Retail Operations - Internet/Online

Venture-funded, mobile and e-commerce business that is disrupting the traditional retail and eCommerce business models using an innovative, hybrid commerce approach. The company boasts of an unmatched team with well-known names from technology, global consumer brands and retail. At the core, it's a young-minded company with a great, flexible working environment, respect for individual and team contribution, and a zeal for achieving the impossible.

- Helpline : Inbound and Outbound: Call centre is functioning smoothly and manned sufficiently. Anticipating issues and fixing the same.

- Issue Identification : Identify the real issue and not just what appears on face of it.

- Issue Anticipation : Foresee the situation and issues that we may face and taking steps to proactively solve it.

- Issue Resolution : Resolve the issues at hand to the satisfaction of all the stake holders and share feedback.

- RCA : Root Cause Analysis for all the issues faced and resolved. Document the same with action plan.

- Retailer Feedback : Sample Calls to identify specific issues

- Customer Feedback : Sample calls to identify specific issues.

- Retail Sign Up Model : Innovative Retailer Sign up Models like 10k / 4k / Referral etc depending on market feedback and commercial viability.

- Tablets Network Management : Ensuring the devices and data connectivity working at all times. Taking care of the service calls and coordinating with agencies to close the same on time.

- Rewards Program & Loyalty Programs : Retailer Reward Programs and Customer Rewards Programs: Design and implement

- Vertical Sales : Retailers to start selling across product categories and higher Value

- New Product Launch : Strategy and implementation on New product launch.

- New Category Launch : Strategy and implementation on New category launch.

Order Related Communication :

- Retailer Satisfaction : Identify and design metrics to measure and improve Retailer Sat Index

- Customer Sat : Identify and design metrics to measure and improve Customer Sat Index

Must haves :

- 10 to 12 years experience in Retail Operations and Helpline Ops..

- Prior experience into Retail / eCommerce

- Grown in the same business area.

- Good communication skills.

Good to haves :

- MBA / PGDM from reputed institute.

- Reputed Retail / Telecom company Experience.