Job Description

E-commerce Customer Voice Strategize and scale Feedback collection solutions for e-commerce to drive data richness while working across Business, Product and Tech for 9 brands of ABFRL Launch and expand NPS across e-commerce moments of truth as needed by the organization on Brands.com, Apps, Super App etc. Collaborate with cross functional teams to devise relevant questionnaires/probes for customer-impacting business processes and touchpoints Undertake key design decisions that are responsive to customer needs and communicate priorities to teams to sustain customer centricity Digital Execution Interact with cross disciplinary technical and non-technical teams for process and design execution roadmap Undertake enhancements/additions in mediums used for feedback collection - Email, SMS, WhatsApp, Calls, Pop-ups, Push notifications, other active and passive feedback collection mediums Manage customer, product and business details against each response to ensure data meets quality and standards that allow for successful execution Devise and monitor loop closure mechanism for e-commerce customers through internal and outsources solutions, CX/CRM vendors CX Metrics Dashboards Own key CX metrics such as Happiness Index, %Detractors against various parameters and drive towards entitlement Drive critical org-wide OKRs which have a direct bearing on customer experience outcomes Develop and continuously upgrade CX Metrics data models on Power BI for faster and easy consumption of data on customer experience Analytics Huddles Anchor e-commerce customer experience analytics by defining, tracking and improving key metrics Break down customer experience into relevant domains: Product, Website/App Experience, Delivery Refund Operations, other MH X Brand KPIs to drive focused actions against identified opportunities (across business/customer domains) Identify pain points/gaps, work out solutions and recommend solution implementation for customer first abilities Benchmark against industry competitors and advise best in class customer experience to business/brand Demonstrate good understanding of business/brand objectives, align effort and get buy-in from stakeholders to propagate customer centric processes/decisions derived out of analytics Maintain effective no. of huddles and provide insights to action for the allocated brands Customer Centricity Evangelization Help expand the program penetration across organization and work with business teams to understand/solve issues through consumer analytics Knowledge sharing and capability building on understanding customer journey, journey maps and drivers of experience at large scale Drive stakeholder management and engagement, increase departmental impact at HO for Consumer Insights for brands/departments tagged to him/her to improve customer retention Ecom New Initiative MH for Super App Cart Abandonment MH (will have direct revenue impact and increase sales 2X) New medium addition for response collection for existing Ecom MH Surveys - WhatsApp (SMS response rate is very low) Ecom MH for new additions: Reebok, AS App or any new brands in FY23 Ecom MH Detractor Management Program (Converting detractor to promoter which will have direct revenue impact) Ecom MH Verbatim Analytics (the analysis will help brand team on big impact items for projects at quarterly frequency) The brand huddle frequency will get formalized quarterly (currently - the brand catch-up is adhoc and is happening for the brands that are requesting for the same) Given the same resource is managing we are undertaking only one huddle per month as the existing work-load of managing operations for refund, delivery, website, PPMH online and PPMH offline surveys are consuming band-with.