Retail Program Manager, Mission Happiness Retail

Location:

Experience Required:

Education:

Job Purpose

To lead the strategy, execution, and insight delivery of the e-commerce customer experience program across multiple fashion brands. This role is responsible for collecting and analyzing customer feedback across digital platforms and using insights to drive actionable improvements that enhance customer satisfaction, retention, and business performance.

Key Responsibilities

Customer Feedback Strategy

• Design and implement feedback collection initiatives across digital touchpoints such as brand websites, mobile apps, and emerging platforms.
• Launch and expand experience measurement tools like NPS, CSAT, and verbatim analysis at critical customer journey moments.
• Collaborate with cross-functional teams to ensure feedback mechanisms align with customer-facing business processes.

Digital Execution & Integration

• Coordinate with product, technology, and operations teams to activate multiple feedback channels including email, SMS, WhatsApp, push notifications, and in-app tools.
• Maintain and enhance the quality and structure of feedback data to ensure it supports relevant analysis and operational action.
• Implement loop-closure mechanisms with internal teams or vendor partners to ensure timely response to customer issues.

CX Analytics & Dashboards

• Own key customer experience metrics such as satisfaction levels, detractor trends, and category-wise experience scores.
• Build and maintain customer experience dashboards and data models using tools like Power BI to provide real-time insights to internal stakeholders.
• Support the business with analysis that links experience drivers to business outcomes, identifying gaps and recommending interventions.

Insights & Stakeholder Engagement

• Lead regular huddles and reviews with brand teams to discuss insights and drive improvement initiatives.
• Translate customer data into actionable strategies to improve digital touchpoints, operations, and overall service delivery.
• Benchmark brand experience performance against industry standards and suggest improvements.

Customer-Centric Culture

• Drive adoption of customer-first practices across business and functional teams through insight sharing, journey mapping, and capability-building sessions.
• Support strategic initiatives like new channel integrations, platform launches, and experience enhancement pilots.

Preferred Skills & Experience

• Experience in customer analytics, digital CX, or insights roles within e-commerce or retail environments
• Strong knowledge of CX metrics, customer journeys, and digital engagement
• Hands-on experience with data analysis tools and dashboard platforms (e.g., Power BI)
• Excellent communication, problem-solving, and stakeholder management skills
• Familiarity with CRM tools, customer feedback platforms, and omnichannel environments