7,121 Digital Retail jobs in India
Digital Retail Store Executive
Posted today
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**Benefits**:
- Provident Fund
Schedule:
- Day shift
Supplemental Pay:
- Commission pay
- Overtime pay
- Performance bonus
- Yearly bonus
**Experience**:
- total work: 3 years (preferred)
Work Location: In person
Application Deadline: 28/10/2024
VP - Digital Transformation (Retail)
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Roles and Responsibilities
Major Deliverables:
To lead a team of business analysts for delivery and implementation of digital projects
Manage end to end project life cycles, user handholding and post live support
Have good knowledge of CRM softwares, preferably Salesforce
Work with business partners to plan, organize and deliver key asks in the digital portals and mobile apps
Innovate with Impact: Develop POCs, Pilots and solutions that will enhance customer experience
Work closely with the development partners to align the platforms and systems architecture and roadmap to the user requirements
Work closely with senior management and ensure that the business strategies are translated to operational success stories and benefits reaped.
To lead weekly/ monthly reviews with the business heads and IT senior leadership and taking stock of work in hand
To manage the IT Budget allocated to ensure that budgets are properly utilized and cost over runs doesn’t happen
To escalate at the right time in the project lifecycle to ensure timely delivery
Specialized job competencies:
Experience in lending space
Educational Qualification: Any Graduate: BE / BTech/MCA, Preferably: MBA
Desired Experience:
- years of technology experience with at least 5-6 years of digital projects experience across the retail lending domain
Must have hands-on experience in technology and integration background and be adept at personally engaging with seniors in key programs
Must be adept in managing a team of business analysts and multiple vendors
Must have experience in creating solutions, design principles as well as development of Digital applications around lending workflows and mobile apps
Must have exposure and experience in Agile program management
Wide and in-depth knowledge of various technologies including web/application/database servers, network infrastructure, Cloud and Mobile. Experience in Azure based technology is preferred.
Should have been part of high performance teams delivering as per needs of the customers
Other desired attributes:
Strong problem solving skills and ability to present information/insights at the senior levels in a clear/concise manner
Strong project and program management skills with proven track record of delivery
Should be able to work in a dynamic environment and provide hands on leadership
Should possess strong oral and written communication skills
Must possess strong team management, stakeholder management and mentoring skills
Creative out of box thinker with ability to blend it with research to define a clear technology strategy and execution plan
Should be able to work across teams to ensure delivery of the end goal
Digital Marketing Manager - Retail
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Digital Marketing Manager - Retail
North East
Our client, a leading niche retailer in the North East of England, is looking for a strong Digital Marketing Manager to join their team.
The role will be based in the office each week on a hybrid basis and paying up to £40k.
You will need to have strong hands-on experience of content optimisation to drive engagement, commercial acumen, managing PPC campaigns, SEO, email marketing and web management.
You will thrive in a busy environment with ever-changing tasks, work well in a team, have strong stakeholder management experience, and be able to be very hands-on across all digital channels.
Customer Experience
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Job Purpose:
The Manager - Customer Experience will drive EV customer experience across touchpoints, designing the entire journey from RE EV buyer's perspective. They'll provide consumer insights, collaborate with various teams, and develop differentiated experiences. The role requires strategizing communication plans, utilizing Customer Data Platforms, and defining key metrics. The goal is to enhance customer experience through brand marketing, sales, service, and engagement programs. Constant improvement is expected through strategic planning and market evaluation. This role will partner with Brand Strategy, Product Strategy, Marketing, Sales, and Service teams.
Position Overview:
Location: Chennai
Position Title: Customer Experience
Reports to : Group Manager - EV Commercial
Function: EV Commercial
What you’ll do:
Strategic view:
- Strategic intent is to build the lead generation funnel at top of the funnel and engage with those customers as well as ensure quality leads follow through the funnel via relevant conversations
- Key KPIS: Lead Conversions across the Brand and business funnels, CSAT and NPS across touchpoints. Process setups.
- Define the Customer journey for RE EV buyers. Create a journey that is better and differentiated from key competition. Also, it has delightful moments that surpass customer expectations Design, develop and execute customer journeys for various formats
- Craft strategies to build systems and processes to drive customer experience across all touchpoints - website, app, Customer experience at retail stores (sales and service), call center, online CRM, etc.
- Create the front-end and backend interface for dealing with Customers
- Work on ways of making the target interventions as per the cohorts identified through customer data
- Define the CRM interventions required at relevant junctures. Ensuring key KPIs of CSAT and NPS are met. Devise strategic thought around KPI development.
- Define the communications and the relevant channels that needs to be delivered to the Customer at each touchpoint, what message, where, when, at what interval and via which mode.
- Understand customer requirements and develop and define the value additions required.
- Conceptualize and develop rollout tools and services enabling digitization of customer experiences (like interactive screens, QR codes, paperless transactions, new technologies, etc.) across touchpoints aimed towards elevating customer experience and managing physical limitations.
Key Elements:
- CRM strategy implementation for both offline (Voice support) and Digital (Non-Voice support)
- For Offline Call center support, we need to have a thorough understanding of Call center operations and how to get effective and efficient lead validations
- For Digital CRM: Work on CRM strategy, implementation , deployment,adoption, and execution
- Should have thorough knowledge of Salesforce or any other Marketing automation and CRM tools.
- Deploy Salesforce Marketing Automation Cloud with WhatsApp, SMS, Push notification,
- and email channels
- Campaign calendar mapping, along with journeys/tables in the campaigns
- Implement and optimize Marketing Cloud campaigns to reach the target audience
- Manage CRM systems deployed, including personalization, customization , configuration, and data integrity to optimize communications
- Execute relevant campaigns - Sales and service (lead validation and nurturing, product roll out, product recall, etc.)
- ROI measurement and optimization. Analytics and insights on the same
- Lead IT activities related to customer data management and system integration
- WhatsApp integration and chatbot
Customer and Vehicle Data Analysis at Analytics Centre:
- Analyze the customer and vehicle data for feedback to identify opportunities for improvement and innovation
- Understanding customer cohorts as well as individual customer needs. Personalize and customize communication for each customer.
- Lead Customer Complaints
- Mystery audits and next best actions
- NPS and next best actions
- Gemba
KPIs creation and Dashboards Management
- Maintain dashboards and reports to provide actionable insights for management.
- Experience in Ein -Dashboards for customers with all the relevant information that they need in real time
- Dashboard and KPIs creation for internal stakeholders for CX parameters
- Bring in collective ownership of customers across functions and the channels
- Benchmark with the best in class within and across industries
Process improvement and SOPs
- Design and develop customer-facing policies, empowerment policies, and create SOPs for the store operations aimed towards standardization of customer experience across stores
- Create audit parameters with a focus on providing a standardized customer experience and review the non-compliance points.
- Develop training interventions and training content for retail stores, including customer experience product, and processes, in coordination with retail operations and the training team
What you'll bring:
Experience:
- 10+ years experience in a similar role in a Customer/ Strategic consulting domain
- Should’ve worked on CRM tools(Salesforce, Zoho CRM etc.)
Qualification:
- Master’s degree in Business, Marketing or a related field
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Customer Experience
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About our client
A leading NBFC
Job Title: Customer Experience: Chief Manager
Experience: 10+ years
Location: Chennai
Qualification: PG must
Job Description
This position is responsible for managing customer service operations inclusive of conceptualizing & implementing short/long term plans, and managing teams with a focus on excelling business targets & service delivery metrics. Responsible for leading the implementation of the Net Promoter Score (NPS), customer satisfaction program, including aligning the insights with action planning and tracking the implementation of action planning with the business team.
ROLES AND RESPONSIBILTIES
- Leading corporate wide goal setting, and managing NPS and customer satisfaction programs for different markets and with partners.
- This role will serve as the lead in bridging the gap between external and internal customer satisfaction surveys by bringing a fresh perspective on aligning the studies.
- Individual will own the NPS study and drive recommendations to improve the customer experience across the organization
- Works closely with NPS Insights vendor, Insights Integration and analytics team to produce value-based results to grow NPS and enhance customer experience
- Frequent communications and presentations to senior leadership team is required, including tracking of the goals and reporting on NPS and customer satisfaction performance across all products, functions and touch points
- Liase regularly with other operating departments to brainstorm and articulate action plan on NPS improvement and customer value enhancement
- Lead design, execution and goal setting of the Net Promoter Score (NPS) program internally and externally
- Map customer-related processes and identify process gaps. Do RCA of entire value chain and customer issues, and provide a sustainable solution
- Ensure NPS is clearly understood within all levels of organization and inputs of NPS are defined and implemented throughout the organization, by developing materials and deliver training on customer excellence
- Ensure adherence to service & quality benchmarks and provide a best-in-class service experience for customers
Required Skills
- 10+ years of proven experience in Customer Experience Excellence or data analysis preferred, with Knowledge of the BFSI industry
- Be a subject matter expert in NPS, customer experience, customer engagement, and understanding of consumer behaviour.
- Must have in-depth knowledge of and passion for customer satisfaction / NPS data and insights
- The ability to make decisions, think strategically and provide thought leadership to all levels of the organization on NPS and customer satisfaction are key
- Proactively identify potential customer issues and drive mitigation measures
- Ability to make decisions, think strategically and provide thought leadership to all levels of the organization on NPS and customer satisfaction
Customer Experience
Posted today
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We are looking for a proactive and customer-focused individual to join our team as a Customer Experience Executive. The role involves managing both inbound and outbound customer interactions to ensure high levels of customer satisfaction, quick issue resolution, and seamless service delivery.
Requirements
* Handle inbound calls, emails, and chats from customers regarding products, services, or order inquiries
* Make outbound calls for feedback, follow-ups, service reminders, or promotional outreach
* Provide accurate information, resolve customer concerns, and escalate complex issues when needed
* Maintain detailed and up-to-date customer interaction records in CRM systems
* Ensure prompt follow-ups to customer queries and support tickets
* Collaborate with internal teams (sales, tech, logistics) to ensure customer issues are resolved
* Meet or exceed defined KPIs related to response time, resolution rate, and customer satisfaction
* Collect and analyze customer feedback to identify improvement areas in service delivery
* Required Skills & Qualifications:
* Proven experience in customer support (inbound and outbound)
* Strong communication and interpersonal skills
* Proficient in CRM software and Microsoft Office
* Positive attitude with a customer-first mindset
* Minimum qualification: Bachelor’s degree (preferred)
Preferred Experience:
* 1–3 years in a customer support or call center role
* Experience handling escalations and conflict resolution
Preference - Female
Requirements
* Handle inbound calls, emails, and chats from customers regarding products, services, or order inquiries * Make outbound calls for feedback, follow-ups, service reminders, or promotional outreach * Provide accurate information, resolve customer concerns, and escalate complex issues when needed * Maintain detailed and up-to-date customer interaction records in CRM systems * Ensure prompt follow-ups to customer queries and support tickets * Collaborate with internal teams (sales, tech, logistics) to ensure customer issues are resolved * Meet or exceed defined KPIs related to response time, resolution rate, and customer satisfaction * Collect and analyze customer feedback to identify improvement areas in service delivery * Required Skills & Qualifications: * Proven experience in customer support (inbound and outbound) * Strong communication and interpersonal skills * Proficient in CRM software and Microsoft Office * Positive attitude with a customer-first mindset * Minimum qualification: Bachelor’s degree (preferred) Preferred Experience: * 1–3 years in a customer support or call center role * Experience handling escalations and conflict resolution Preference - Female
Customer Experience
Posted today
Job Viewed
Job Description
We are looking for a proactive and customer-focused individual to join our team as a Customer Experience Executive. The role involves managing both inbound and outbound customer interactions to ensure high levels of customer satisfaction, quick issue resolution, and seamless service delivery.
Requirements
* Handle inbound calls, emails, and chats from customers regarding products, services, or order inquiries
* Make outbound calls for feedback, follow-ups, service reminders, or promotional outreach
* Provide accurate information, resolve customer concerns, and escalate complex issues when needed
* Maintain detailed and up-to-date customer interaction records in CRM systems
* Ensure prompt follow-ups to customer queries and support tickets
* Collaborate with internal teams (sales, tech, logistics) to ensure customer issues are resolved
* Meet or exceed defined KPIs related to response time, resolution rate, and customer satisfaction
* Collect and analyze customer feedback to identify improvement areas in service delivery
* Required Skills & Qualifications:
* Proven experience in customer support (inbound and outbound)
* Strong communication and interpersonal skills
* Proficient in CRM software and Microsoft Office
* Positive attitude with a customer-first mindset
* Minimum qualification: Bachelor’s degree (preferred)
Preferred Experience:
* 1–3 years in a customer support or call center role
* Experience handling escalations and conflict resolution
Preference - Female
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Supervisor, Customer Experience
Posted 3 days ago
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**Job Track Description:**
+ Assists others in achieving goals.
+ Broad technical expertise and industry knowledge.
+ Ability to manage hiring and termination actions and training for multiple employees.
+ Manages performance appraisals and pay reviews for team members.
+ Accountable for functional, operational, and program management.
**General Profile.**
+ Supervises daily tasks of the business, technical support and production teams
+ Responsible for team results
+ Works within established precedents and practices.
+ Evaluates and organizes information to solve for problems and challenges
+ Ability to work without supervision.
**Functional Knowledge**
+ Comprehensive understanding of processes, procedures, systems, and concepts.
**Business Expertise**
+ Ability to coordinate team efforts to achieve overall company and client goals.
**Impact**
+ Directly impacts the quality of services provided
+ Supports and trains team members to impact end user experiences
**Leadership**
+ Provides supervision including coaching and quality checks to support associate progress
**Problem Solving**
+ Solves problems and evaluates possible solutions using past technical experience.
**Interpersonal Skills**
+ Strong communication skills to share ideas and information.
**Responsibility Statements**
+ Delivers quality, productivity, and compliance KPI reports.
+ Coaches and gives feedback to team members to enhance performance.
+ Shares processes and business updates with the team.
+ Supervises the team to identify coaching opportunities.
+ Recommends training interventions when necessary.
+ Outlines best practices for associate growth and improvement.
+ Performs other duties as assigned.
+ Complies with all policies and standards.
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form ( . Complete the form and then email it as an attachment to . You may also click here to access Conduent's ADAAA Accommodation Policy ( .
_At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent._
Manager, Customer Experience
Posted 5 days ago
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**Job Track Description:**
+ Assists others in achieving goals.
+ Manages performance appraisals and pay reviews.
+ Manages training for 3 or more employees.
+ Manages hiring and termination actions.
+ Requires broad technical expertise and company/industry knowledge.
+ Is accountable for program management functions.
**General Profile**
+ Accountable for team performance and results.
+ Manages professional employees and/or supervisors.
+ Adapts plans and priorities based on resource and operational challenges.
+ Takes action based on policies, procedures.
+ Receives guidance from managers.
+ Provides technical guidance to employees, colleagues, and customers.
**Functional Knowledge**
+ Understands and applies concepts in the field of expertise.
+ Has growing knowledge of other disciplines.
**Business Expertise**
+ Translates strategy and priorities into work product.
**Impact**
+ Positively impacts the level of service.
+ Impacts the team's ability to meet quality, volume, and timeline targets.
+ Guides based on policies, resource requirements, budgets, and business plans.
**Leadership**
+ Builds team engagement to meet service and operational challenges.
+ Provides recommendations for OT, operational expenses, and rollup data.
**Problem Solving**
+ Resolves technical, operational, and organizational problems.
+ May take part in solving problems across a matrix.
**Interpersonal Skills**
+ Guides and influences internal and external customers, or agencies.
**Responsibility Statements**
+ Manages team members to deliver SLAs.
+ Manages revenue optimization and reduction of penalties.
+ Delivers quality, productivity, and compliance KPI reports.
+ Coaches team members for continuous development.
+ Identifies process improvement opportunities and deploys action plans.
+ Manages delivery strategies and service line penetration.
+ Performs other duties as assigned.
+ Complies with all policies, procedures and standards.
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form ( . Complete the form and then email it as an attachment to . You may also click here to access Conduent's ADAAA Accommodation Policy ( .
_At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent._
Customer Experience Specialist
Posted today
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Restoring nature’s balance, as we nurture new roots, fight against the loss of forests and lead a greener tomorrow, MY TREE is at the forefront of environmental conservation. We strive to create a sustainable future by actively engaging in reforestation projects and promoting ecological awareness. Our mission is to make a tangible impact on the planet, ensuring a healthier and greener world for generations to come.
This is a full-time on-site role for a Customer Experience Specialist located in Hyderabad. The Customer Experience Specialist will be responsible for managing customer interactions and providing exceptional service. Day-to-day tasks include addressing customer inquiries, resolving issues, and ensuring customer satisfaction. The role involves identifying opportunities to improve the customer experience and collaborating with internal teams to implement solutions.
- Experience in Customer Service and Relationship Management
- Excellent Communication and Interpersonal skills
- Problem-Solving and Conflict Resolution skills
- Ability to work in a fast-paced environment and adapt to change
- Proficiency in CRM software and other relevant tools
- Bachelor's degree in Business, Communications, or a related field
- Passion for environmental conservation and sustainability