Manager

Pranay Kumar Feb 24, 2021 794 0

Manager

url to apply- https://www.naukri.com/job-listings-manager-flipkart-internet-private-limited-bengaluru-bangalore-5-to-10-years-240221903363?src=sortby&sid=16141807969713188_1&xp=1&px=1

Flipkart Internet Private Limited 4.2(2718 Reviews)

5 - 10 years

Not Disclosed

Bengaluru

Job description

What you’ll do:

Customer First has been the guiding philosophy at Flipkart ever since its inception in 2007. This is one of the core values which the company lives by and has been the key driver for its leadership position in the e-commerce industry today. All decisions are based on this philosophy and each employee is expected to demonstrate this value in abundance. Given the hundreds of touchpoints and millions of moments of truth that Flipkart sees everyday, Customer Experience vertical is the key function that plays a large role in how customers perceive the company and consequently their Life time value. The function not only delivers service on a daily basis to lakhs of customers but also defines the overall experience that millions of Indians go through everyday at the country’s largest online shopping destination.

The Manager, Customer Experience Design will champion customers’ end-to-end experience across all customer-impacting business processes and touchpoints.

Roles & Responsibilities

Be the Voice of Customer within the organization, across all journeys’ and business lines’
Continuously benchmark with like-to-like industry competitors (India/Global, Offline/Online) and Deliver best-in-class experiences
Guardrail customer experience through customer-centric decision making, policies, and processes
Demonstrate a good understanding of business objectives, align effort and get buy-in from stakeholders to propagate a customer-centric culture within their teams
Ownership of Key CX Metrics ( NPS | CTU | IPU | Resolution | Satisfaction etc ) and drive towards entitlement
Drive critical org-wide OKRs which have a direct bearing on the Customer experience outcomes
Collaborate with multiple cross-functional teams within the org, manage diverse efforts, leverage the teams for synergies, and delivering great customer outcomes

Competencies critical for this role

Design thinking ? Have a customer-centric approach to process and policy design. Can think and strategize for an end to end experience. Ability to break down the strategy into an executable roadmap
Execution Excellence ? Is able to drive quantifiable results ( for scale and complexity)
Customer-first ? Demonstrates deep customer understanding and is responsive to customer needs
Applied Innovation ? Is able to identify the pain point (or gaps); can work out solutions and successfully implements the solutions for the gaps.
Influencing skills ? Is able to work across functions in the org – and drive their actions in a way that positively impacts customer experience.
Strong Problem Solving and Analytical Skills. The ability to analyze and infer customer insights from data will be a key capability

What you’ll need:

Experience ( Preferable )

5+ years’ experience in customer experience design or similar roles

Strong understanding of customer journey, journey maps, drivers of experience at large scale
Experience leading complex projects
Hands-on experience in insights generation through data analysis
Execution excellence
MBA/Engineering from premier institutions

What will make your profile stand out?

You can support developing and presenting business cases to all levels of the organization to get their buy-in.

You have a demonstrated record of delivering superior results.

You are comfortable interacting with cross-disciplinary technical and non-technical teams.

Strong organizational and multitasking skills to help you balance competing priorities with ease.

You have excellent written and oral communication skills including an ability to communicate with all levels in the organization (technical, business, executive)

Location: Bangalore, India

Open Positions :

Skills Required :

Data Analysis, Analytical / Logical Reasoning, Process Design / Re-design, Stakeholder Management, Execution Excellence

Desirable Skills :

Process Excellence / Lean / Six Sigma trained / tested / certified is a plus (not mandatory)

Years Of Exp :

Above 5 Years

RoleOperations Manager

Industry TypeInternet, Ecommerce

Functional AreaITES, BPO, KPO, LPO, Customer Service, Operations

Employment TypeFull Time, Permanent