COMPLETE Deputy Director - Customer Experience

About the team

The Customer Experience team represents the voice of Myntra's customers. This team has an enterprise wide vision and works with all functions (Supply Chain, Category, Technology, Contact Center, Marketing & Revenue, Operations, Cataloging etc) to ensure sustained performance across every leg of the customer journey. This entails strong cross functional understanding and stakeholder management to drive immediate action and process changes. 

The team is entrusted with program management & complex problem solving to drive Myntra's premium service positioning and building capabilities that enhance customer experience. 

Roles and Responsibilities 

Candidate will be responsible to improve experience of our delivery service (forward & return)

• Conceptualize and drive strategic initiatives along with cross functional teams (Category, Planning, Revenue, Product, Biz Fin, Supply Chain) to enhance customer experience
• Own and govern customer facing policies for the platform & ensure that they are updated to meet evolving needs 
• Lead team of program managers  
• Own and keep evolving Cx measurement framework along with Central Business Insights & Strategy teams
• Be true evangelist of customer experience and represent customer's view point in cross functionals POD's (eg. for growth, or profitability)

Qualification and Experience

 

• 6+ years of relevant experience in consulting, E-commerce, project management, in B2C product/ tech companies, prior supply chain experience will be a plus 

• Strong creative thinking and ability to visualize and program manage execution of large cross functional projects of strategic importance 

• Distinctive stakeholder management, influencing skills to build and manage a complex ecosystem of internal and external partners 

• Analytical skills along with ability to drive insight from data. Understanding of data sciences concepts and modeling is desirable but not mandatory 

• Very high bias for action; Strong presentation, communication and stakeholder-management skills 

• Team player and excellent collaborator

• Excellent academic record in whichever field, Masters from a premium school/university 

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