Jumbotail - Cluster Manager - Customer Growth - IIM/FMS/MDI/XLRI (2-10 yrs)

As a Cluster manager, you will be responsible for managing the P&L of a large city or a cluster of cities. Lead a team of territory manager(s)/team leaders responsible for onboarding, retaining and growing customers. You will have to ensure highest levels of customer experience through quality of onboarding, availability of products and timely delivery of the products in your territory. A data first approach and comprehension of data for actionables is a must. The job requires an intermediate level of data analysis and fair knowledge of Excel. You will be leading the customer growth team, setting their KPIs and lead them on value based principles. Good tech orientation and being accustomed to e-commerce language would be added advantage.

We're looking for a Cluster Manager who can -

- Understand the key drivers of profitability on both revenue and cost side

- Deliver the business goals as per the annual operating plan of the company including the financials

- Lead a team of people who drive customer experience from onboarding stage

- Plan and make the relevant assortment available for the customers and drive in-stock

- Look at data on a daily basis, identify problems and provide solutions

- Plan and execute the beats for the team leads and customer growth executives

- Handle complaints, provide appropriate solutions within time limits a

- Look at trends in data to ensure the movement of business in right direction and sustainable performance through repeat purchase behaviour of customers

- Provide timely feedback to the company regarding service issues, bug issues or customer concerns

- Work closely with supply chain to ensure best in class service levels for customers

REQUIREMENTS

We are looking for leaders at all levels who have the hunger to work with some of the smartest people, who are driven by a sense of purpose, and who wish to leave a legacy in their respective domains and among their professional fraternity. We are not just building apps or tech platforms, but rather building distributed ecosystems connected through intelligent technology that can change the face of the food and grocery consumption pipelines in India, forever, for the better.

An ideal candidate for this role is someone who has-

- Tier 1 B-School MBA qualification (being good at mathematics is essential)

- 2+ years of experience leading customer Growth teams, preferably with technology/FMCG companies.

- Technical know how with empathy, patience and strong communication skills.

- Experience supporting customers using internet/mobile products.

- Strong communication, leadership and coaching skills.

- Is open and eager to learn.

- Tech first and data first approach

- Confident dealing with difficult conversations and experience of performance management

- Must be customer centric and have the ability to adapt/respond to different characters.

- Ability to multitask, prioritize and manage time effectively.

- Is self motivated and can manage change in a positive manner.