– Drive strategic initiatives centered on Customer Experience, operational efficiencies, proactive escalation management by collaborating with stakeholders like Logistics, Product, Customer Experience and Strategy.
– Driving customer experience ensuring implementation of customer friendly processes leading to higher NPS, CES CSAT across all experience zones.
– Enhancing App/web experience to ensure higher conversion at platform. Continuous bench-marking of social sentiments and improvement of platform experience to enhance repeat buyers.
– Customer engagement at all touch points leading to a Customer Delight.
– Drive Compliance Management through continuous Training, Learning managing Quality parameters.
– Should have managed teams of 250 plus which will include CCA, Team leaders, Asst Managers Managers.
– Would prefer to hire from E Commerce background who have an experience of growing from a Start Up to a prominent player in the industry.