Position Purpose and Summary
To lead Indriya’s digital transformation and customer experience strategy, ensuring seamless
integration of technology, design, and engagement across all touchpoints. This role is pivotal in building
a strong digital foundation that aligns with the brand’s vision and drives growth through innovation and
Customer-centricity.
Essential Duties and Responsibilities:
1. Digital Strategy & Transformation
- Develop a comprehensive digital roadmap aligned with Indriya’s brand vision and growth objectives.
- Identify emerging trends and technologies to keep the brand ahead in the digital space.
- Define and implement digital-first processes across marketing, sales, and customer engagement.
- Ensure scalability and adaptability of digital platforms to meet future business needs.
2. Customer Experience Management
- Map end-to-end customer journeys to identify pain points and opportunities for improvement.
- Design personalized experiences across all touchpoints, including web, mobile, and in-store.
- Implement feedback loops to capture customer insights and integrate them into CX strategies.
3. Platform & Technology Oversight
- Oversee the development and maintenance of digital platforms (website, app, e-commerce).
- Ensure platforms are optimized for speed, security, and user experience.
- Collaborate with partners and vendors to integrate new tools and technologies seamlessly.
- Conduct regular audits to maintain compliance and performance standards.
- Drive innovation through AI ,VTO and other advanced technologies for immersive experiences.
- Establish and to track customer behavior and campaign performance.
4. Cross-Functional Collaboration
- Work closely with marketing, product, and operations teams to align digital and CX goals.
- Facilitate regular communication and updates to ensure transparency and synergy.
- Support sales teams with digital tools and resources for enhanced customer engagement.
- Drive joint initiatives that integrate digital innovation with operational excellence.
5. Team Leadership & Development
- Recruit, train, and mentor a high-performing digital and CX team.
- Foster a culture of continuous learning and innovation.
- Provide regular feedback and career development opportunities.
- Encourage collaboration and knowledge sharing within the team.
6. Vendor & Partner Management
- Identify and onboard technology partners, agencies, and service providers.
- Negotiate contracts to ensure cost-effectiveness and quality delivery.
- Manage relationships to ensure timely execution of projects.
- Evaluate vendor performance and make recommendations for improvement.
7. Compliance & Security
- Ensure adherence to data privacy laws and industry regulations.
- Implement data security measures to protect customer and business data.
- Conduct regular compliance audits and risk assessments.
