The market Lead (Engagement Lead/Client Experience Manager) is responsible for partnering with the Respective Markets to ensure Service Centre Adoption, Develop Strong Relationships with Each Market Division/Brand team. Connect with Key Business Executives and Stakeholders involved in E-commerce Service responsibilities. They will be a Key Escalation for any Market-Related Queries and Be on point to review /Assess New Business Opportunities.
Responsibilities
- Serve as the lead point of contact for SVC management matters and partner with Delivery Location Leadership to assess resolutions for the Client teams
- Build and maintain strong, long-lasting client relationships
- Align Delivery of Services for Respective Markets based on the Contractual Staff alignment and scope
- Develop trusted advisor relationships with brand teams that actively work with the Service Centre teams
- Ensure the timely and successful delivery of SVC Services and are meetings the required KPIs agreed with the Market
- communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
- Identify Potential Business Support with existing clients and identify areas of improvement to meet the required Service expectations
- Track key Market KPIs for the Service Centre metrics (Volumes, TAT, Quality of Services, SLAs, Client Feedback, etc.)
- Partner with the SVC team to present Weekly/Monthly / Quarterly Reports for Internal and External Stakeholders
- Assist with challenging client requests or issue escalations as needed for SVC or on behalf of SVC
- Establishing working relationships with e-commerce Vendor partners who are actively working with SVC to deliver common goals for the Client Brand teams
- Understanding the Key Business Drivers for the E-Commerce channel and managing channel forecasts of Volumes expected to ensure appropriate staffing/alignment with SVC
- Collaboration with internal and external stakeholders to achieve the desired share in each category.
- Ensure Adoption of the SVC Services across all brands in the Market and applicability of required tools/processes, i.e., Workflow Management, etc
Requirement
- 10-14 years of experience and understanding of Various Ecomm Channels used /available in the Market
- Preferred knowledge of the Market Nuances of Clients using E-commerce Platforms
- Knowledge of Content Management Systems (CMS) or Web Content Management Systems (WCM or WCMS), Market places, and E-Retailer platforms
- Working knowledge of Microsoft tools
- Excellent communication skills, Client Service Management, Risk & Issues Handling, Working in Diverse located teams
- Strong Interpersonal and communication skills, including the ability to interact effectively with internal and external team
- Ability to work independently with minimal supervision as a self-starter and chase down people/teams to achieve closure when required.
- An organized and planned approach to work with the ability to move things swiftly despite several dependencies. Appreciation of the need for documentation.
- Able to Interact with Client Teams, Different Client Partners that support the Services offered by the SVC
- Project Management and Account Manager Experience preferred
- Ability to work at Client Locations where applicable and partner with teams across different Service locations
