Manager - Customer Experience - Strategy & Design - eCommerce

What are we looking for?

- Customer Experience Design team at one of the largest e-commerce sector is looking for a manager to help champion customer experience improvement efforts across the company. This is a high impact and high visibility role right at the core of improving customer experience.

What will you do?

- You will be - the- voice of customer for business planning, strategy and execution for partner teams across.

- Help develop plans, processes, systems and partnerships across the company to enable partner teams to improve customer experience.

- Share data, insights and best practices from within the company and outside to constantly help improve customer experience.

- Create BRDs, SOPs, etc. and interact with various teams to implement enhancements.

- Create and enforce customer experience guardrails, exception handling mechanisms and business throttles to ensure that sub-par experience is not delivered or removed immediately once identified.

What you should have?

- Besides relevant experience, you should be passionate about customer experience. Being successful at this role will require all round expertise in business, technical and operational aspects of eCommerce. You will also need high degree of comfort with handling multi-stakeholder scenarios, as well as managing multiple projects at the same time.

- Minimum 3-4 years in ecommerce/retail/service industry.

- Experience leading complex projects.

- Comfort with data analysis (SQL knowledge will be bonus).

- MBA/Engineering from premier institution.

What will make your profile stand out?

- Your profile makes us believe that you are innovative and possess superior analytical abilities to dig several layers deep into metrics to identify trends and root causes.

- You can support developing and presenting business cases to all levels of the organization to get their buy-in.

- You have a demonstrated record of delivering superior results.

You can demonstrate that :

- You are comfortable interacting with cross-disciplinary technical and non-technical teams.

- You have strong organizational and multitasking skills to help you balance competing priorities with ease.

- You have excellent written and oral communication skills including an ability to communicate with all levels in the organization.