Job Title – Customer Experience Manager – Retail & Online / Omni-Channel
Desired number of years of work experience – 10 to 15 years
About Ogaan
Ogaan started in 1989 with the vision of providing a platform for Indian craftsmanship and independent Indian designers. Over the years, Ogaan has launched the first collections of Anamika Khanna, Sabyasachi, Payal Khandwala, Pero and many of the most established names in Indian fashion.
Ogaan continues to stock established names, but also launches and promotes new, upcoming names regularly. We are known for working with upcoming homegrown designers and helping them scale their presence through our network of retail stores and through our online store.
We have 13 Women’s Multi-brand Retail Stores & 2 Men’s Multi-brand Retail Stores, along with online B2C website.
The idea going forward is to become the largest & most liked multi-designer platform for luxury fashion in India and also to partner with the larger brands within our network to power their offline and online businesses and help them achieve scale even beyond our network of Ogaan stores.
Desired profile/ experience/ what we are looking out for –
We are looking for a business management graduate with practical on-ground experience of improving customer experience at our retail stores & on our digital platforms. The candidate should have a proven track record of working in a fast-paced industry – in customer fulfilment role – with consumer happiness as the key aim.
The ideal candidate should have experience of working & coordinating with multiple functions within the organization – with the aim of providing excellent customer experience. The individual should be hands on in using the latest tools & technology to map & track customer journey & purchase lifecycle.
The candidate should have the aptitude & experience of managing processes and driving systems – with focus on timely execution & driving excellence across the organization. The ideal candidate should have excellent analytical skills, along with operational experience in a B2C retail & ecommerce consumer business - in managing and making business processes.
Candidates from tech-enabled ecommerce websites will have an added advantage - who have managed end-to-end business processes – in a fast-paced tech enabled process management environment.
It is very important that the candidate is exceptional in relationship building and communication skills, with proven track record on influencing or managing a team, as well ancillary teams.
Job Description –
· Primary task for this role will be to have a clear execution plan & timelines for fulfilling commitments to customer, plus, to keep increasing the standards in customer service.
· This role shall entail working closely across functions – in order to drive the offerings to customer via the retail & online stores, to manage the committed deliveries to the customer via using existing and new tools, systems & processed. Therefore, KPI setting & tracking shall be an integral part of the role.
· KPI’s for this role would be –
1. Management of Customer Reachouts & CRM Tools – manage TAT & conversions
2. Management of delivery milestones to the customer – to ensure fulfillment as per committed timelines
3. Managing Customer Complaints & queries efficiently – with the aim to drive customer happiness quotient
· Driving robust technology driven processes keeping current trends and international benchmarks in mind.
· Driving customer experience, through improvement in user interface, customer service, as well as order fulfillment and vendor management. Building systems for the above and measuring outcomes.
· This shall entail with working closely with teams across all functions. The key functions with which real time coordination & working would be required, are - , 1. Merchandising, 2. Opearations, 3. Customer Service, 4. Warehousing, 5. Technology, 6. Content Team (which includes Editor, Graphic Designer & the in-house photo-studio), and 7. Logistics.
· Practical understanding of technologies (webhostng, SEO/ SCM, payment gateways, Magento, Zendesk, etc.), Customer Service & Freshchat, OMS, & Order Fulfillment Tarcking Tools.
· Planning & execution of campaigns across platforms to drive traffic & sales.
Personality Strengths –
· Excellent people management skills
· Analytical approach
· Clarity in thought & communication
· Self-driven & team player
· Solution provider
· Highly motivated
· Digitally active
Pay: ₹50,000.00 - ₹100,000.00 per month
Benefits:
- Paid time off
- Provident Fund
Work Location: In person
