Unit Manager - Rural Consumer Durable/Senior Unit Manager

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


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 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

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 we re 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 company s 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

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 one s 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

Master s 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