Associate Director - Customer Experience

The role holder will act as the single point of contact for leading the following charters Cx Design and New Initiatives Proactively identify and address gaps in existing processes related to purchase journey of customers to ensure structural fixes and ideate as well as enable growth bets Mnow End to end ownership of Mnow experience across delivery returns and customer support Cx Analytics Build powerful dashboards to track as well as action on defects power business cases to get alignment on Cx initiatives AI in Cx Manage AI program across customer support return decision making help center delivery journey including strategy and partner management Business Responsibilities Strategy Development and Execution Develop and implement strategies for step improvement in customer experience on platform and Mnow Addressing Customer and Business Pain Points Create mechanisms to address issues in real time such as pickup failures enhancing customer satisfaction and business efficiency Best in Class Processes Ensure that Myntras processes are industry leading balancing customer experience with business priorities Representation in Leadership Meetings Serve as the single POC for the function representing it in business and leadership meetings at Myntra especially when service related topics are on the agenda Achievement of AOP Goals Be responsible for meeting AOP goals and driving year over year productivity improvements Partnership and Collaboration Responsibilities Process Automation Partner with Product Teams to automate processes aiming to eliminate manual interventions where possible This helps streamline operations and improve efficiency Continuous Improvement Work with Supply Chain Customer Support Business Finance Business Intelligence Product and Category teams across Myntra to maintain and improve operational hygiene on an ongoing basis Cross Functional Coordination Act as a strong connector between the Category Biz Fin and Supply Chain Management teams ensuring better coordination communication and execution This collaboration is essential for enhancing the overall customer experience Stakeholder Engagement Collaborate with internal stakeholders and leadership to set clear expectations and provide regular business updates This ensures alignment and transparency in achieving business objectives Leadership and Problem Solving Serve as a guide and leader to resolve internal stakeholder bottlenecks facilitating smooth operations and effective team performance