Associate Director-Customer Experience

Job Description

About FlipkartFlipkart is India s largest e-commerce marketplace with a registered customer base of over 150 million. In the 10 years since we started, Flipkart has come to offer over 100 million products across 120+ categories including Smartphones, Books, Media, Consumer Electronics, Furniture, Fashion and Lifestyle.Launched in October 2007, Flipkart is known for its path-breaking services like Cash-onDelivery, No-Cost-EMI and 10-day replacement policy. Flipkart was the pioneer in offering services like In-a-Day Guarantee (65 cities) and Same-Day-Guarantee (13 cities) at scale. With over 1,20,000 registered sellers, Flipkart has redefined the way brands and MSME s do business online.About the team:Customer experience is one of the core values of Flipkart and the experience team has been created to ensure we stay true to that on a consistent basis as an org. Experience team will collaborate with various functions across the org to fulfil the following charter:

• Build and sustain a culture of customer centricity
• Ensure there is a clear and unified E2E experience strategy(&CVP) and the functional charters / objectives / metrics / policies/ initiatives are aligned to that
• Be the champion of customer experience metrics and initiatives
• End to End management and governance (metrics, initiatives, policies, communication etc)

What you will do: E2E Experience Owner of Pre-order nodes

• Drive improvements and sustenance in the pre order journey nodes
  • Ensure clarity of strategy, objectives and how tos
  • Prioritization and unblocking
  • Governance : Ensure there is clairy in input metrics, ownership, targets and guardrails and drive them with rigor. Ensure RCAs through governance bring about systemic changes
• Other Key contributions
  • Will own and drive initiatives in the culture track
  • Connect the dots between journey nodes and ensure blind spots are identified and addressed so that we have a cohesive execution strategy.

Experience/ skills required:

• Strong customer centricity, understanding and empathy
• Strong analytical orientation
• Strong program management skills, multi-tasking ability & interpersonal skills- ability to work with multiple cross-functional teams on fragmented workstreams
• Good Understanding of the interplay between tech, ops and business
• Being able to easily move between big picture thinking and detail orientation and continuously be able to connect the dots between strategy and execution across org
• 8+ year experience in business or tech roles or customer centric roles, preferably holds an MBA

Plus:

• Prior experience in ecommerce
• Prior experience with strategy to execution roles or roles where you have to influence without authority

Posted On :About the team:Customer experience is one of the core values of Flipkart and the experience team has been created to ensure we stay true to that on a consistent basis as an org. Experience team will collaborate with various functions across the org to fulfil the following charter:

• Build and sustain a culture of customer centricity
• Ensure there is a clear and unified E2E experience strategy(&CVP) and the functional charters / objectives / metrics / policies/ initiatives are aligned to that
• Be the champion of customer experience metrics and initiatives
• End to End management and governance (metrics, initiatives, policies, communication etc)

What you will do: E2E Experience Owner of Pre-order nodes

• Drive improvements and sustenance in the pre order journey nodes
  • Ensure clarity of strategy, objectives and how tos
  • Prioritization and unblocking
  • Governance : Ensure there is clairy in input metrics, ownership, targets and guardrails and drive them with rigor. Ensure RCAs through governance bring about systemic changes
• Other Key contributions
  • Will own and drive initiatives in the culture track
  • Connect the dots between journey nodes and ensure blind spots are identified and addressed so that we have a cohesive execution strategy.

Experience/ skills required:

• Strong customer centricity, understanding and empathy
• Strong analytical orientation
• Strong program management skills, multi-tasking ability & interpersonal skills- ability to work with multiple cross-functional teams on fragmented workstreams
• Good Understanding of the interplay between tech, ops and business
• Being able to easily move between big picture thinking and detail orientation and continuously be able to connect the dots between strategy and execution across org
• 8+ year experience in business or tech roles or customer centric roles, preferably holds an MBA

Plus:

• Prior experience in ecommerce
• Prior experience with strategy to execution roles or roles where you have to influence without authority

Open Positions :1Posted On :01-Jan-1970Skills Required :customer centricity , analytical thinking, stakeholder management, business understanding, execution and results orientation,Posted On :customer centricity , analytical thinking, stakeholder management, business understanding, execution and results orientation,Role :About the team:Customer experience is one of the core values of Flipkart and the experience team has been created to ensure we stay true to that on a consistent basis as an org. Experience team will collaborate with various functions across the org to fulfil the following charter:

• Build and sustain a culture of customer centricity
• Ensure there is a clear and unified E2E experience strategy(&CVP) and the functional charters / objectives / metrics / policies/ initiatives are aligned to that
• Be the champion of customer experience metrics and initiatives
• End to End management and governance (metrics, initiatives, policies, communication etc)

What you will do: E2E Experience Owner of Pre-order nodes

• Drive improvements and sustenance in the pre order journey nodes
  • Ensure clarity of strategy, objectives and how tos
  • Prioritization and unblocking
  • Governance : Ensure there is clairy in input metrics, ownership, targets and guardrails and drive them with rigor. Ensure RCAs through governance bring about systemic changes
• Other Key contributions
  • Will own and drive initiatives in the culture track
  • Connect the dots between journey nodes and ensure blind spots are identified and addressed so that we have a cohesive execution strategy.

Experience/ skills required:

• Strong customer centricity, understanding and empathy
• Strong analytical orientation
• Strong program management skills, multi-tasking ability & interpersonal skills- ability to work with multiple cross-functional teams on fragmented workstreams
• Good Understanding of the interplay between tech, ops and business
• Being able to easily move between big picture thinking and detail orientation and continuously be able to connect the dots between strategy and execution across org
• 8+ year experience in business or tech roles or customer centric roles, preferably holds an MBA

Plus:

• Prior experience in ecommerce
• Prior experience with strategy to execution roles or roles where you have to influence without authority

,

Keyskills :
financeadvisorycompliancereportingcustomer relationsstrategy to executionprogram management skillscustomer centricmanagement skillsprogram managementcustomer experienceconsumer electronics