Manager- Customer Experience Applications

Job Description

Dear Candidate,Greetings of the day!We are Hiring forManager- Customer Experience ApplicationsKey result areas:
• Design, build and manage the IT Applications landscape for the organization to create value for the business:
  • Liaison with the Business Heads, IT Infrastructure and Digital teams teams to design, develop IT applications that suit the business
  • Evaluate applications to ensure fitment & completeness, adequacy of the same to meet business goals.
  • Build and operate the applications by leveraging internal group resources and if required 3P resources from Partners. Should have the background of understanding, designing, solutioning, evaluation and implementation of CRM and related customer experience applications, contact centre solutions and applications. Design and implementation of be-spoke applications to B2C applications like customer app., influencer management (Painter, interior decorators).
  • Leverage IT / Digital / Web / Mobile technologies to build, customize customer journeys and the business process around the same so as to create a differentiated value in the market place.
  • Would be responsible to design, Develop and deploy solutions in the experience stores to enable processes with the stores in the area of Color, Virtual experience , plus leverage traditional technologies in the area of POS for billing, Material Management, Work Force Management,
  • Liase and collaborate with business to ensure usage of the implemented applications to ensure stated business objectives are met.
  • Develop and measure the KPIs for development as well as support teams for the applications in the area of customer experience (B2B Institutional as well as B2B2C business).
• Create and maintain a high level of standardization and reuse of solutions resulting in cost savings and reduced timelines for implementation:
  • Evaluate and Leverage latest technologies in the area of application development, implementation and usage with a view to optimize Costs and delivering max. benefits to the business.
  • Study and understand standards as recommended by industry bodies & used by other leading companies especially in the area IT applications Non-ERP and other business applications.
• Ensure high IT architecture quality by reducing complexity & provide agility:
  • Analyse current IT need by working closely with the Business teams to minimize architectural complexity, min. support and maintenance cost of the applications.
  • To Collaborate with the IT Services providers to ensure Operational Excellence during Implementation and Operations. The role would be responsible to for L3 calls for development, trouble shooting issues reported on ground by the front end sales & experience stores teams.
• Benchmark, Track, Review and Report:
  • Maintain in-depth knowledge of IT industry best practices, technologies, architectures and emerging technologies. Especially in the area of Customer experience. The role would be responsible to create a differentiated customer experience by leveraging technologies like AR/VR, Colour visualization experience tools,
  • Conduct proof-of-concept tests and commercially evaluate options and recommend best solutions that fits application and business landscape / Architecture.
  • Regularly attend external seminars and conferences on latest technologies and disseminate such knowledge among the team
  • Develop and deploy benchmark to ensure communication of operational excellence & Compliance to all the stakeholders especially with regards to new applications implementation and usage and leverage of already implemented applications
Qualifications:B.E/B.Tech,Master In Technology,MBA TechRegards,HR Team

Keyskills :
solutioningb2bit applicationsit services