• Reliance Industries - Chief Manager - Customer Experience Strategy - Ajio.com Jobs in Bangalore,India

  • Reliance Industries
  • Save Job
  • 10 - 12 Years
  • Posted : 26 days ago

Job Description:

Job Mandate

Business Strategy and P&L leadership role, with strategic and day-to-day management of Operations across Supply Chain, Customer Care, Seller Support, Catalog & Creative Production, Site Operations, Process Excellence, Program Management and key Cross functional Initiatives at a Platform level

Key Responsibilities

- Business Strategy, P&L and Operations

- Contribute to the design of overall strategic direction of the business and growth plans

- Define the operational customer experience vision and roadmap

- Strategic Planning of AOP and translation into quarterly, monthly, weekly plans

- Drive alignment and coordination of stakeholders to deliver to the plans

- Review achievement against plans to re-strategize and balance overall P&L

- Program management of key initiatives, including new launches of portfolios, platforms, categories, etc

- Analytics and Insights into consumer behavior driving and influencing P&L metrics Management communication and reporting of strategic plans, execution progress and P&L achievements

Supply Chain Last Mile, Warehousing, Omni-channel

- Achieve Key AOP Supply chain operating metrics, including order fill rate %, inventory accuracy, best-in-class Delivery and Returns TAT, Delivery and Returns NPS, ATP, and Unit Economics of supply chain costs

- Lead operational management of Warehousing, Last Mile and Omni-channel functions, and across stakeholders

- Partner with corporate stakeholders to identify, evaluate and negotiate with the best partners across logistics, transportation, manpower management, and infrastructure

- Drive analysis, design and innovation efforts to develop new, optimized and scalable solutions for fulfillment and supply chain operations through infrastructure, system, process and site layout improvements

- Work closely with technology and product teams to drive change management through incremental and transformative project deployments

- Develop short, medium and long term strategic, infrastructural and process improvement roadmap

- Elevate consumer experience through all operating touch points influenced by supply chain

- Deliver on strategic differentiation initiatives within supple chain, for the consumer and the business, including but not limited to Omni channel, Value Added Services, etc

- Hire, manage and develop high performance teams

Customer & Seller Care Assisted & Self

- Define end to end Customer facing Services, Processes and Policies, to deliver best-in-class Overall NPS

- Manage Assisted Care and Self Care Operations to deliver best-in-class Care metrics across ITO%, tNPS, Response Rate, Complaints%, Resolution TAT, Self Care, etc

- Plan and manage Customer Care operations across Calls, Email, Chat, Omni and more

- Continually analyze and Build deep consumer, process, and system understanding to address consumer pain points

- Drive Customer Experience Strategy and innovation to compete and differentiate from competition, leveraging emerging technology and new commercial and operating models

- Define end to end Seller/ O2O Store Support Services, Processes and Policies, to deliver best-in-class Overall NPS

- Manage Assisted Care and Self Care Operations to deliver best-in-class Care metrics

- Plan and manage Seller Care operations across channels

Cataloging/Creative Production & Site Operations

- Design and manage Cataloging & Creative production operations as a shared service, delivering to Cost, Quality and On-time metrics

- Manage Cataloging Production across Studio and Content operations across formats and operating models

- Manage Creative Production for digital and offline marketing initiatives across formats

- Manage Site Operations across formats, including site refreshes, promotions management, on-site customer experience validation, non-product content, etc

- Program manage key catalog and content initiatives

- Understand consumer insights, and drive enhancements and innovation to offer best-in-class product discovery and content discovery experience

Control Tower & Process Excellence

- Manage and scale - Control Tower- setup spanning end to end customer and business operations across inventory, marketplace and, O2O/omni models

- Setup and manage real-time monitoring of customer and business operations

- Setup and manage real-time Exceptions Management

- Design, align and implement cross-functional processes

- Derive and publish business and process insights

- Anchor key monthly, quarterly end to end operational reviews/ scorecards

Key Qualifications

- In depth experience in ecommerce consumer facing operations

- Domain expertise in supply chain

- Experience in P&L ownership roles

- Financial acumen and a solid understanding of the business levers to achieve financial outcomes

- Extensive process design experience

- Excellent problem-solving and analytical skills

- Excellent communication and presentation skills with the ability to persuade a wide variety of audiences

- Ability to adapt, strategize/execute on the go in a fast changing environment

- Ability to work with cross functional stakeholders

- Team player with a strong ownership attitude, willing to get-your-hands-dirty

- Product management experience with strong technology orientation

Years of Experience

- 10+ years experience in consumer retail / ecommerce businesses

- 5+ years Leadership experience with P&L ownership

- Cross functional experience, spanning both operations and sales

- Top tier post graduate education

- Experience in the fashion domain a plus

Profile Summary:

Employment Type : Full Time
Salary : Not Mentioned
Deadline : 20th Feb 2020

Key Skills:

Company Profile:

Not Mentioned

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