Jobs

Interviews
Job Alerts
Tools

Upskill and Grow with AI

Mock Interview Practice interviews in realistic simulations

Coding Practice Improve your coding skills with challenges

Certification Earn certifications to validate your skills

AI Learning Get trained with AI expert sessions

Career Path AI insights for smarter career decisions

AI Job Match Score AI-Powered Job Match Against Your Resume and Optimize Your Resume

Career Tools and Resources

Resume Builder Build Professional Resume with Ease

ATS Friendliness Check Check Resume Friendliness for Applicant Tracking Systems

Auto Apply Apply to hundreds of jobs on any platform effortlessly

Co-Pilot (Chrome Extension) Your AI Assistant for Seamless Browsing Efficiency

Interview Questions Streamline interviews with ready-to-use questions

Salaries Discover market-driven salary insights across skillsets and geographies

Companies Explore leading companies actively hiring talent
For Employers

Jobs

Interviews

Home
>
Jobs in Bengaluru
>
Aditya Birla Insulators
>
Retail Program Manager, Mission Happiness Retail

Retail Program Manager, Mission Happiness Retail

Aditya Birla Insulators

4 - 7 years

9 - 13 Lacs

Bengaluru

Posted:3 weeks ago| Platform:

Apply

Skills Required

Operations management Customer retention Consumer insights E-commerce power bi Customer experience Stakeholder management Analytics CRM

Work Mode

Work from Office

Job Type

Full Time

Job Description

Location- Bangalore

Work Exp- 4 to 6 years

Education- Masters

Key Result Areas:-

E-commerce Customer Voice

Strategize and scale Feedback collection solutions for e-commerce to drive data richness while working across Business, Product and Tech for 9 brands of ABFRL
Launch and expand NPS across e-commerce moments of truth as needed by the organization on Brands.com, Apps, Super App etc.
Collaborate with cross functional teams to devise relevant questionnaires/probes for customer-impacting business processes and touchpoints
Undertake key design decisions that are responsive to customer needs and communicate priorities to teams to sustain customer centricity

Digital Execution

Interact with cross disciplinary technical and non-technical teams for process and design execution roadmap
Undertake enhancements/additions in mediums used for feedback collection - Email, SMS, WhatsApp, Calls, Pop-ups, Push notifications, other active and passive feedback collection mediums
Manage customer, product and business details against each response to ensure data meets quality and standards that allow for successful execution
Devise and monitor loop closure mechanism for e-commerce customers through internal and outsources solutions, CX/CRM vendors

CX Metrics & Dashboards

Own key CX metrics such as Happiness Index, %Detractors against various parameters and drive towards entitlement
Drive critical org-wide OKRs which have a direct bearing on customer experience outcomes
Develop and continuously upgrade CX Metrics data models on Power BI for faster and easy consumption of data on customer experience

Analytics & Huddles

Anchor e-commerce customer experience analytics by defining, tracking and improving key metrics
Break down customer experience into relevant domains: Product, Website/App Experience, Delivery & Refund Operations, other MH X Brand KPIs to drive focused actions against identified opportunities (across business/customer domains)
Identify pain points/gaps, work out solutions and recommend solution implementation for customer first abilities
Benchmark against industry competitors and advise best in class customer experience to business/brand
Demonstrate good understanding of business/brand objectives, align effort and get buy-in from stakeholders to propagate customer centric processes/decisions derived out of analytics
Maintain effective no. of huddles and provide insights to action for the allocated brands

Customer Centricity Evangelization

Help expand the program penetration across organization and work with business teams to understand/solve issues through consumer analytics
Knowledge sharing and capability building on understanding customer journey, journey maps and drivers of experience at large scale
Drive stakeholder management and engagement, increase departmental impact at HO for Consumer Insights for brands/departments tagged to him/her to improve customer retention

Ecom New Initiative

MH for Super App
Cart Abandonment MH (will have direct revenue impact and increase sales 2X)
New medium addition for response collection for existing Ecom MH Surveys - WhatsApp (SMS response rate is very low)
Ecom MH for new additions: Reebok, AS App or any new brands in FY23
Ecom MH Detractor Management Program (Converting detractor to promoter which will have direct revenue impact)
Ecom MH Verbatim Analytics (the analysis will help brand team on big impact items for projects at quarterly frequency)
The brand huddle frequency will get formalized quarterly (currently - the brand catch-up is adhoc and is happening for the brands that are requesting for the same) Given the same resource is managing we are undertaking only one huddle per month as the existing work-load of managing operations for refund, delivery, website, PPMH online and PPMH offline surveys are consuming band-with.

More Jobs at Aditya Birla Insulators

Support Human resources

Bokaro, Dhanbad, Jamshedpur, Ranchi

8 - 10 yrs

INR 6 - 10 Lacs

HR Business Partner Mumbai

Mumbai, Nagpur, Thane, Nashik, Pune, Aurangabad

5 - 6 yrs

INR 7 - 11 Lacs

FLO Backend OTC Sales

Mumbai, Nagpur, Thane, Nashik, Pune, Aurangabad

5 - 10 yrs

INR 4 - 7 Lacs

SH Payroll & Comp

Madurai, Tiruppur, Salem, Chennai, Tiruchirapalli, Coimbatore

10 - 15 yrs

INR 6 - 10 Lacs

Planning Executive

Hubli, Mangaluru, Mysuru, Bengaluru, Belgaum

4 - 6 yrs

INR 3 - 7 Lacs

Mock Interview

Practice Video Interview with JobPe AI

Start Job-Specific Interview

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.