Swiggy – General Manager – Customer Experience (5-7 yrs)

About the team & role :

Swiggy Instamart, is building the convenience grocery segment in India. We offer more than 2500 items to our customers within 30-45 mins. We are striving to augment our consumer promise of enabling unparalleled convenience by making grocery delivery instant and delightful. Instamart has been operating in 5+ cities across India and plan to expand to a few more soon. We have seen immense love from the customers till now and are excited to redefine how India shops

Roles and Responsibilities :

– This is a leadership role required to supervise and oversee the strategy, planning and execution of Instamart’s overall customer experience goals

– This entails working with other function heads to ensure seamless experience across all touchpoints

– The person will play a key role in defining and achieving how customers perceive the company while driving higher customer satisfaction, NPS, customer retention

– Design mechanisms to collect feedback from consumers to derive meaningful insights for improvement; and guide teams to ensure a customer centric attitude

– Manage a team of smart and driven individuals focusing on different parts of customer journey

Desired Skills :

– 5 years in Customer Experience domain in consumer-tech/e-commerce/fintech/internet space

– Experience in leading CX function at scale

– Worked with Customer Support teams and on chat bot flows and automations