Reliance Retail - Lead - MIS Reporting

Job Description

The Business Intelligence chief manager should apply process improvement, reengineering methodologies in the management of business process improvement projects for the Reliance Retail E-Commerce business. The person will have the responsibility of addressing all the information needs of the customers across the order lifecycle in the most optimum way to enhance customer experience and eliminate the need for the customer to contact us. He will be the leader to drive a team for the development and execution of new methods and propose solutions beyond what has been requested by the supported teams.

Key Responsibilities

Be the single owner across the organization for customer satisfaction strategy and implement the same.

Will be responsible for leading a team to develop and create new strategies to enhance customer experience.

To serve as the voice of the customer and convert the asks into actionable intelligence for the organization.

Wii be responsible for using more relevant data to effectively communicate across the customer journey.

Need to capture the voice of the customer in a way that is authentic and powerful to build the customer centric brand.

Work with all teams in the company to understand, plan and drive data based actionable decisions, championing the Data Science culture to improve customer satisfaction.

Responsible for developing routine metrics that provide data for process management and indicators for future improvement opportunities.

Need to drive the customer connect programs across the organization.

Incubate and bring in new methodologies for process improvements and deploy corresponding analytical tools/systems to measure effectiveness of the same leading to creation of KPIs.

Benchmarks industry technology and operational best practices to ensure competitive advantage

To align with Top Management & share monthly update on individual & functional performance on all parameters

Educational Qualifications

BE / MBA from a top School having 8 - 10 years of overall work experience with 3-4 years in Managing Business Intelligence team.

Knowledge & Skills

Strong leadership abilities, Strong customer orientation.

High degree of Business knowledge, revenue / business focused individual, Strong communication & interpersonal skills.

Program management skills.

Project & Process management.

Experience in customer experience strategy/innovation.

Ability to think deeply through scenarios & come up with lots of ideas and improvements.

Highly customer focused in all approaches

The ability to thrive in a fast-paced, start-up environment.

Salary: Not Disclosed by Recruiter

Industry: Other

Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations

Role Category:Senior Management

Role:Head/VP/GM-Operations