Manager Private Brands - Bengaluru

About Lowe’s

Lowe's Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving approximately 17 million customer transactions a week in the U.S. With total fiscal year 2022 sales of over $97 billion, approximately $92 billion of sales were generated in the U.S., where Lowe's operates over 1,700 home improvement stores and employs approximately 300,000 associates. Based in Mooresville, N.C., Lowe's supports the communities it serves through programs focused on creating safe, affordable housing and helping to develop the next generation of skilled trade experts.

For more information, visit Lowes.com.

About Lowe’s India: At Lowe's India, we are the enablers who help create an engaging customer experience for our $97 billion home improvement business at Lowe's. Our 4000+ associates work across technology, analytics, business operations, finance & accounting, product management, and shared services. We leverage new technologies and find innovative methods to ensure that Lowe's has a competitive edge in the market.

To know more about Lowe's India, visit Lowes.co.in

Job Summary:

The Manager of the After Sales Analytical Team will lead a team of analysts dedicated to enhancing customer satisfaction and driving continuous improvement within the after sales process. This role is pivotal in leveraging data-driven insights to optimize after sales services, including warranty, repairs, and customer support, ensuring high-quality service delivery and customer retention.

Roles & Responsibilities:

Core Responsibilities:

Team Management:

• Lead, coach, and develop the after-sales customer support team.
• Establish performance goals, conduct regular evaluations, and provide feedback.
• Implement training and development programs to enhance team skills.
• Foster a culture of high performance and continuous improvement..

Data Analysis and Reporting:

• Oversee the collection, analysis, and interpretation of after sales data to identify trends, issues, and opportunities for improvement.
• Oversee Vendor Billing Activities and Reporting.
• Develop and maintain comprehensive dashboards and reports that provide actionable insights to stakeholders.
• Ensure accuracy and integrity of data and analytical processes.

Strategy and Continuous Improvement:

• Collaborate with Vendor Support teams, 3PL to define and implement after sales strategies and initiatives.
• Drive continuous improvement efforts by identifying process inefficiencies and recommending
  data-driven solutions.
• Monitor key performance indicators (KPIs) related to after sales services and ensure alignment with business objectives.

Customer Satisfaction and Quality Assurance:

• Analyze customer feedback and warranty data to identify common issues and areas for enhancement.
• Develop strategies to improve customer satisfaction and reduce return rates and warranty claims.
• Work closely with the quality assurance team to ensure high standards of service delivery.

Collaboration and Communication:

• Serve as the primary point of contact for after sales analytics, providing insights and recommendations to senior management.
• Present findings and reports to stakeholders, facilitating data-driven decision-making
• Collaborate with internal departments such as Stores, QA, Product Development, LGS and logistics to resolve customer issues and improve overall service.
• Communicate effectively with stakeholders to ensure alignment on after-sales support goals.
• Prepare and present detailed reports on customer support performance and initiatives to senior leadership.

Continuous Improvement:

• Stay current with industry trends and best practices in customer support.
• Implement new technologies and tools to enhance support capabilities.
• Collect and analyze customer feedback to drive continuous improvement in service delivery.

Years of Experience

8+ years combined experience.

Minimum of 5 years of experience in data analysis, preferably within an after sales or customer service environment, with at least 3 years in a managerial role.

Retail industry experience required

Private Brand/Label experience preferred.

Education Qualification & Certifications (optional)

Required Minimum Qualifications:

List the education, certification, and work experience for an incumbent in the job. Enter the Minimum Qualifications and Preferred Qualifications as directed, and delete the areas not used.

List the education, certification, work experience and skills required to minimally qualify an individual for the job.

Bachelor's degree in Business Administration, Data Science, Statistics, or a related field. Advanced degree preferred.

Skill Set Required

Primary Skills (must have)

• Strong analytical skills with proficiency in data analysis tools and software (e.g., Excel, SQL, Tableau, Power BI).
• Excellent leadership and team management skills.
• Solid understanding of after sales processes and customer service principles.
• Exceptional problem-solving abilities and attention to detail.
• Strong project management skills with the ability to manage multiple priorities.
• Excellent communication and presentation skills.
• Ability to work collaboratively with cross-functional teams.

Key Competencies:

• Customer Focus: Commitment to understanding and meeting customer needs.
• Leadership: Ability to inspire and lead a team towards achieving high performance.
• Analytical Skills: Strong ability to analyze data and metrics to drive improvements.
• Organizational Skills: Excellent ability to manage time, prioritize tasks, and meet deadlines.
• Adaptability: Flexibility to adapt to changing business needs and handle stress effectively.

Lowe's is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.