Myntra.com - Associate VP - Customer Experience

Myntra.com is a one stop shop for all your fashion and lifestyle needs. Being India's largest e-commerce store for fashion and lifestyle products, Myntra.com aims at providing a hassle free and enjoyable shopping experience to shoppers across the country with the widest range of brands and products on its portal. The brand is making a conscious effort to bring the power of fashion to shoppers with an array of the latest and trendiest products available in the country.

Value proposition:

Myntra.com's value proposition revolves around giving consumers the power and ease of purchasing fashion and lifestyle products online. Offerings such as the largest in-season product catalogue, 100% authentic products, cash on delivery, EMI facility and 30 day return policy make Myntra.com, the preferred shopping destination in the country. To make online shopping easier for you, a dedicated customer connect team is on standby to answer your queries 24x7.

Brands:

Myntra.com understands its shoppers' needs and caters to them with choice of apparel, accessories, cosmetics and footwear from over 500 leading Indian and international brands. Prominent brands include Adidas, Nike, Puma, Catwalk, Inc 5, United Colors of Benetton, FCUK, Timberland, Avirate, FabIndia and Biba to name a few. You can also shop from some recently introduced labels such as - Roadster, Sher Singh, Dressberry, Kook N Keech and ETC.

Recognitions:

- Awarded 'Fashion eRetailer of the Year 2013' by Franchise India – Indian eRetail Awards

- Awarded 'Best E-commerce Website for 2012' by IAMAI – India Digital Awards

- Awarded 'Images Most Admired Retailer of the Year: Non–Store Retail' for 2012 by Images Group

- Awarded 'Best E-commerce Partner of the year 2011-12' by Puma India

- Providing an awesome experience to our customers is a strategic priority for Myntra. We, at Myntra, have adopted a holistic approach towards experience of our customers, bringing in a strong proactive element to our customer's experience.

The role of AVP: Customer Experience is a critical role responsible for the team focussed on preventing bad experiences and driving cross-functional projects to deliver Customer WOW.

Responsibilities:

- Guardian of Customer experience for Myntra - responsible for continuous improvement of customer experience at all customer touch points

- Responsible for Strategy and Execution of all customer experience improvement projects - driving continuous improvement

- Establishes relationships with the different teams within Myntra to make projects successful

- Responsible for a scientific approach towards Customer Experience

- Establish a framework for measuring customer experience, Building and running mechanisms to kill Outliers (Prevention is Better than Cure), Building a framework to learn from Outliers to drive Continuous Improvement

- Evangelise Customer experience amongst Myntra at large, through leading innovative programs

- Responsible for infusing Customer Centricity to the organisation at large from customer facing teams to inward facing teams

- Develops a very good understanding of the customer pain points, and delight points

Experience:

- Looking for candidates with a minimum of 10+ years of relevant experience in Customer experience and Support field.

Education:

MBA from Premier B-Schools.