Digital Customer Marketing

Location:

• Years of Experience: Minimum of 6-12 years only.
• Well-developed business acumen and strong problem-solving attitude with the ability to visualize scenarios, possible outcomes & operating constraints.
• Good communication skills both written and oral, ability to make impactful presentations & expertise at using excel & PPTs
• Experience in facilitating process walkthroughs, process mapping and radical process re-design.
• Experience in end-to-end customer journey mapping and skilled at designing customer service processes that scale at every point in the customer lifecycle including sales, onboarding and retention.
• Clear understanding of key Customer Service and Experience related metrics and leading-lagging indicators such as NPS, CSAT, etc.
• Should be able to analyze information available across various formats and derive actionable insights.
• Demonstrated ability to handle operations smoothly and to lead by influence, including the delivery of cross functional and transformation projects.
• Well versed with Microsoft office tools (Excel/Word, PowerPoint etc.).
• Strong Education Background. Relevant post graduate degree/relevant certification is preferred but not mandatory.
• Must be a Team player (Raises issues/concerns and seeks meaningful resolution, proactive and communicates clearly).
• Strong interpersonal skills and ability to navigate multiple stakeholders across projects or programs.
• Strong sense of ownership and accountability of tasks with attention to detail.
• Willingness to travel for short- and long-term duration.

Good to have:

• Experience in CX Strategy, Target Operating model, or Technology enablement
• Managed end to end customer service or retail operations transformation.
• Possess in-depth knowledge of quality and operational excellence metrics and processes.
• Experience in key customer experience related domains: Conversational AI, Chatbots, Automated contact center solutions, virtualization, B2B Experience Management and Retail
• Digital enablement, Lean and Agile experience is an added advantage.
• Understanding and experience with eTOM framework

Desired qualifications

Bachelor’s degree in engineering or an equivalent area of technical study

Location and way of working

• Base location: Bangalore, Delhi, Mumbai for all
• This profile does involve extensive travel for work.
• Hybrid is our default way of working. Each domain has customised the hybrid approach to their unique needs.