What is D2cecommerce ?

- D2C Ecommerce is India's first multi-D2C brand online platform that sells its own homegrown brands across multiple home and lifestyle categories, including - apparel, cosmetics, beauty, jewellery, accessories, fitness, sports, shoes, bags, books, kitchen, food, auto accessories, electronics, kids and travel packages. Along with selling these products on its own portal, D2CEcommerce also has these items listed on leading e-commerce sites.

Job Summary :

- You will be responsible for leading the customer experience strategy and ensuring its implementation across all customer touch points. They will work closely with cross-functional teams to identify customer pain points and develop solutions to improve the customer experience. You will also be responsible for analyzing customer data to make data-driven decisions and continuously improve the customer experience.

Key Responsibilities :

- Develop and implement the customer experience strategy across all touch points.

- Collaborate with cross-functional teams to identify customer pain points and develop solutions to improve the customer experience.

- Analyze customer data to make data-driven decisions and continuously improve the customer experience.

- Use ticketing tools like Freshdesk to manage customer queries, complaints, and feedback from various channels such as email, phone, social media, and chat.

- Develop and implement customer satisfaction metrics to measure the success of the customer experience strategy.

- Manage customer feedback channels, including customer surveys and social media listening, to gain insights into customer needs and preferences.

- Develop and implement customer service policies and procedures to ensure a consistent and high-quality customer experience.

- Provide regular updates on customer experience initiatives to senior management.

- Stay up-to-date with the latest trends and best practices in customer experience.

Qualifications :

- Bachelor's degree in business, marketing, or a related field.

- Minimum of 5 years of experience in customer experience management or a related field.

- Strong analytical skills with experience in analyzing customer data and making data-driven decisions.

- Excellent communication and interpersonal skills with the ability to collaborate effectively with cross-functional teams.

- Experience with ticketing tools like Freshdesk or similar platforms.

- Strong project management skills with the ability to manage multiple projects simultaneously.

- Knowledge of customer service policies and procedures.

- Ability to stay up-to-date with the latest trends and best practices in customer experience.

- Experience in a fast-paced, customer-centric environment is preferred.

Why you should join D2cecommerce ?

- In addition to an attractive compensation package, You own a piece of the company through ESOPs. Also you will have the opportunity to take up a role in a rapidly growing, highly disruptive organization, and shape the face of ecommerce for the future.

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