Synthesize feedback across the various customer channels and provide weekly
updates to functional and category heads
Oversee the Personal shopper program
Design and manage the Membership program and associated members within the
program
Monitor all customer queries, response time, closure and escalations
Tabulate the reviews post purchase
Implement win-back programs
Experienced in navigating ambiguity and change with an entrepreneurial mindset.
Track record of customer-centric decision-making.
More than two customer-management roles previously, such as voice of customer,
experience design, customer care, customer intelligence, customer loyalty
Preference for candidates who have worked in both online and offline space.
candidates preferred from Ecommerce/ Apparel/Retail Industry
Having good experience in customer support
Skills: voice of customer,customer feedback analysis,apparel industry knowledge,query monitoring,experience design,customer-centric decision-making,entrepreneurial mindset,customer care,customer loyalty,ecommerce,customer service,customer intelligence,operational activities,program management,feedback synthesis,ecommerce industry knowledge,intelligence,retail industry knowledge,win-back programs implementation,customer service management,membership management,online and offline experience,customer,customer support experience,ambiguity navigation,apparel
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Human Resources Services
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