Senior Manager - Customer Experience Strategy & Analytics Job in Grofers India Pvt Ltd.

Senior Manager - Customer Experience Strategy & Analytics

Grofers India Pvt Ltd. 4+ weeks ago

Gurgaon, Haryana
Not Disclosed
Full-time
Permanent

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Job Summary About the role:As part of the customer experience team, you will collaborate with every team at Grofers with an objective to deliver a delightful, consistent and unified experience for our customers. You will be leading the efforts towards identifying pain points in a customer s shopping experience with Grofers, measuring its impact and working with internal stakeholders to address them. Customer love and Customer first will be the key drivers for you.
What you will do everyday:

Be the torch bearer of customer experience in the organization, and lead, supervise and execute strategy that drives customer centricity across organization.
Work towards delivering a seamless customer experience that translates into improved brand perception, higher retention and higher profitability for the organization.
Leverage various customer touch points - complaints, NPS data, on-app shopping experiences to understand challenges being faced by customers, assess impact on the business and work with respective teams to eliminate them from the system.
Align with internal stakeholders, communicate the customer's perspective to them and ensure the processes are aligned to a single thought of customer centricity.

EXPERTISE AND QUALIFICATIONSSkills you need to do the job:

Graduation with 6+ years of relevant experience in product management or customer experience strategy and analytics roles.
Ability to identify meaningful insights from structured and unstructured data.
Present significant insights to the senior leadership to drive process changes.
Ability to understand business objectives and align the CX strategy to it.
Strong interpersonal and influencing skills.
Strong data driven mindset.

Experience Required :

Minimum 6 Years

Vacancy :

2 - 4 Hires