Work Exp- 7 to 10 yrs
Location- Bangalore
Education- Graduate
Program Leadership
Key Areas to consider are:
- Lead the Mission Happiness program, ensuring alignment with business goals and customer satisfaction objectives.
- Develop and implement strategies to enhance customer experience and satisfaction across all channels, including in-store, online, and customer service.
Customer Experience Improvement
- Analyse customer behaviour data to identify trends, pain points, and opportunities for improvement.
- Work closely with the customer service team to resolve complex customer issues, ensuring timely and satisfactory outcomes.
- Monitor key performance indicators (KPIs) related to customer satisfaction
Data Analysis And Insights
- Conduct in-depth analysis of customer data using tools like Microsoft D365, Power BI, Excel, and other relevant platforms.
- Provide actionable insights and recommendations based on data analysis to improve customer segments, purchasing patterns, and overall experience.
Problem Solving & Time Management
- Identify business issues through data analysis and develop effective solutions that drive positive outcomes.
- Manage multiple projects with tight deadlines, ensuring timely delivery without compromising quality.
Cross-Functional Collaboration
- Collaborate with B&M, e-commerce, product, and retail operations teams to deliver projects that enhance the customer experience.
- Ensure effective communication and alignment of goals across teams to maximize project success.
Stakeholder Management
- Communicate complex data findings and insights to stakeholders, creating buy-in and support for recommended initiatives.
- Gather and document business requirements, ensuring they are accurately reflected in analysis and recommendations.
Customer Service Operations
- Understanding on call-center operations or similar experience in any other customer-facing roles, ensuring high standards of customer service
- Monitor and improve KPIs such as AHT, TAT OR sales metrics in retail operations and takes initiative to identify gaps in the existing processes and suggest new SOPs
Industry Knowledge
- Stay updated on the latest trends and challenges in the retail fashion and e-commerce industries.
- Leverage industry knowledge to drive innovative solutions and keep the program competitive.
Business Process Understanding
- Map out business processes to identify areas for improvement and implement solutions that enhance operational efficiency.
- Ensure processes are well-defined and optimized to support the Mission Happiness program’s objectives.
Entrepreneurial Mindset
- Thrive in an entrepreneurial or unstructured environment, taking initiative and driving projects with minimal direction.
- Adapt to changing business needs and explore new opportunities for enhancing customer satisfaction in a fast-paced retail environment
Desired Skills and Experience
Data Analysis,Data Analyst,Stakeholder Management,Business Analysis,business analyst,Excel,SQL,Business Insights