Unit Manager - Business Compliance Unit

Job Purpose
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

Deliver an engaging and friction-less customer-focused digital experience across company assets like website, customer service portal and various touchpoints.

Assess the company s 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.

Raise user stories and work along with functional units within marketing and business team to timely deliver the revised journeys.

Work with the product design team to develop and deliver the new customer journeys

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

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.

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.

6. INTERACTIONS
(Key working relationships a job holder needs to have INSIDE and OUTSIDE the company to accomplish the job)

Internal Clients
Roles you need to interact with inside the organization to enable success in your day to day work
Product Design team, Performance Marketing, Analytics, Marketing Technology, Quality Analysis Team, Content Team, UI team, and Business COEs

External Clients
Roles you need to interact with outside the organization to enable success in your day to day work
NA

7. DIMENSIONS
(Key numerical data which will reflect the scope and scale of activities concerning this job)

Financial Dimensions
(These should be quantifiable numerical amounts)

KEY RESULT AREAS

1. Drive 2. On-time delivery of the projects
3. Dramatically reduce contribution of defects identified by Business COEs.
4. Net Promoter Score
5. No. of consumer experience initiatives implemented

Other Dimensions
(Significant volume dimensions associated with the job)
Total Team Size: 0
Number of Direct Reports: 0
Number of Indirect Reports: 0
Number of Outsourced employees: 0
Number of l
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

Master s in marketing from a top B-school
2+ 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