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: ecommerce/apparel/retail industry knowledge,online and offline experience,membership program management,ambiguity navigation,customer care,feedback synthesis,personal shopper program management,customer service,apparel industry knowledge,retail industry knowledge,query monitoring,ecommerce,program management,entrepreneurial mindset,customer channel management,customer feedback analysis,experience design,apparel,customer query monitoring,win-back program implementation,intelligence,operational activities,voice of customer,ecommerce industry knowledge,customer,customer loyalty,customer review analysis,membership management,win-back programs implementation,customer service management,customer support experience,customer-centric decision-making,customer intelligence
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Human Resources Services
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