Unit Manager - Rural Consumer Durable/Se...

    

Job Purpose  
â"This position is open with Bajaj Finance ltd.â"
To deliver a superior & seamless consumer experience on the digital assets of the company.

With increasing focus of being a digital-first company, building a rich user experience & customer lifetime value on our digital assets is of utmost importance to us. There is an opportunity to better serve consumers need by creating a comprehensive digital experience to deliver accelerated growth.    

Duties and Responsibilities  
PRINCIPAL ACCOUNTABILITIES
(Accountabilities associated with the job)

PROJECT MANAGEMENT

 Spearhead a team of 5 to deliver an engaging and friction-less customer-focused digital experience across company assets like website, customer service portal and various touchpoints.

 Assess the companys digital assets on a daily basis to identify, consolidate and report customer experience concerns.

 Analyse, and synthesize this data to measure and validate the performance of digital experiences primarily for customer journeys.

 Work with leadership teams within marketing and business teams to understand business objectives & lead the customer journey conversations to build a superior digital experience.

 Influence the consumer journey creation process with the product design team to ensure were delivering best-in-class digital experience.

 Define, own and deliver the KPIs for a zero-error environment and high NPS.

 Continuously assess competitor scans and market landscape to generate most up-to-date insights, findings and the best digital consumer experience practices across platforms.

 Champion 2 to 3 big consumer experience initiatives in a year to create amazing customer experiences across the entire digital customer journey.


TEAM DEVELOPMENT

 Lead, inspire and groom team members to professional heights, playing a key role in their career development.

 Engage the team to practice an analytical, hypothesis-driven approach to improve their performance and become a well-rounded professional.

 Create opportunities for them to push above their weight.

 Clearly establish individual performance expectations and evaluation metrics, and regularly review individual performances.

 Guide and align them to the companys culture and develop their inter-personal and stakeholder management skills.

4.  MAJOR CHALLENGES
(Challenges faced on an on-going basis in carrying out the job)

Running a comprehensive project involving multiple stakeholders from within marketing teams like performance marketing, technology, QA, analytics, to centre of excellence units sitting within businesses.

Building a customer-in POV along with delivery the busines objectives.


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5.  DECISIONS
(Key decisions taken by job holder at his/her end)

Leverage customer behaviour data and draw inferences to create an exceptional customer journey and deliver superior experience.

Setting priorities for various projects and leading the same.

Running ones shop end-to-end along with the team members and taking team related decisions.    

Required Qualifications and Experience  
SKILLS AND KNOWLEDGE
(Minimum acceptable proficiency for this job which best indicates the education and/or experience requirements of this job and not the incumbent)

Educational Qualifications

Qualifications & Work Experience

 Masters in marketing from a top B-school

 4+ years of experience working in a digital experience manager role with a customer-focused, and data-driven mindset

 Preferably from an in e-commerce and digital user experience background (strategy, planning, and market analysis)

 Project management

 Analytical mindset to infer customer behaviour data to develop & execute customer-based journeys

 Exemplary attention to detail

 Excellent stakeholder management, including the ability to deal with stakeholders at all levels

 Ability to work in self-directed, fast-paced, results-oriented environment

 Comfortable dealing with ambiguity; entrepreneurial mindset and ability to lead a team