AVP – Client Experience & Operation Management (5-10 yrs)

Job Description:

– Own the customer onboarding process, and drive an exceptional experience during the initial client journey

– Key priorities would be to ensure customers are onboarded with the right expectations, and then engaging them to source content and create best-in-class catalogs

– Bring innovations and industry best practices to take the onboarding experience to next level

– Manage multiple outsourced vendors, drive relationships and investments to help them grow bigger, and ensuring continuous alignment with company’s priorities

– While improving the quality of customer content being produced will be the primary responsibility, timely closure of catalog creation and onboarding process will be equally important

– Regular process reviews and data analysis to be done to ensure technology-based process improvement feedback is being shared on quality, experience, and efficiency improvements. Drive cross-functional product and marketing teams for implementation

– Maintain daily tracking, audit, training, and team motivation focus to drive large direct and indirect remote teams

– Maintain process compliances and hygiene

Qualifications:

– Education and experience – MBA with 5-6 years of work experience and passed out of well-recognized institutes.

– Prior e-commerce experience will be an added advantage

Skill Sets:

– Customer satisfaction and Quality oriented mindset

– Good communication and presentation skills

– Good logical reasoning ability and attention to detail

– Good data analysis skills and understanding of technology to drive business solutions

– Strong with MS Office tools, especially Excel, PowerPoint, and Word

– Ability to multi-task and work in a fast-paced environment