Post Name Manager- Project Management Date August 04, 2023 Short Info. The contact Centre team represents the voice of Myntra’s customers. This team has an enterprise-wide vision and works with all functions (Supply Chain, Category, Product, Customer experience, Marketing & Revenue, Operations, Cataloguing Etc) to ensure sustained performance across every leg of the customer journey. This entails strong cross functional understanding and stakeholder management to drive immediate action and process changes.
Myntra Recruitment 2023 Overview
| Company Name | Myntra |
| Post Name | Manager- Project Management |
| Job Type | Full Time Job |
| Experience | 0 to 2 years |
| Function/Business Area | Telecommunications |
| Location | Bengaluru |
| Category | sales |
| Official Website | Myntra |
| Salary | UPTo 3.0LPA + Incentives |
About Myntra Company
The contact Centre team represents the voice of Myntra’s customers. This team has an enterprise-wide vision and works with all functions (Supply Chain, Category, Product, Customer experience, Marketing & Revenue, Operations, Cataloguing Etc) to ensure sustained performance across every leg of the customer journey. This entails strong cross functional understanding and stakeholder management to drive immediate action and process changes.
Why You Should Join
The candidate’s role will be focused on the post purchase journey of the customer and key responsibilities will include:
- Process re-engineering on high pain post purchase journeys centered around Myntra’s Marketplace business to reduce customer pain (Experience recovery around wrong product deliveries, faster speed of resolutions, etc)
- Reduction of contact centre interactions and repeat interactions.
- Managing communication across customer touchpoints around orders, returns and disputes – identification of right channel by customer cohort and tonality of message.
- Building / enhancing existing self-serve channels for capturing customer grievances and redressal mechanisms.
- Propose & designs solutions for the focus areas and program manage multiple long-term projects and support on case building.
- Work closely with various Tech and Operation stakeholders for program management of key initiatives.
- Design and drive market research and field visits to obtain customer first insights.
Education Requirement
- A graduate degree with minimum work experience of 1-2 years in Program Management.
- Building impactful narrative & insights from the data, identify areas of concern for improvement and ability to prioritize issues and build initiatives.
- Ability to have a broad-based approach to build cases for initiatives looking at customer, cost, revenue impact and ability to execute in collaboration with stakeholders.
- Demonstrated ability to work autonomously in a highly demanding environment.
Skills and Requirements
- Strong attention to detail and an ability to step back and think holistically.
- Strong cross-functional collaboration capability and business acumen
- Strong excel skills for structuring and modelling data, insight generation and case builds.
- Good presentation and storytelling ability to convert insights into a coherent narrative.
- High degree of ownership, stakeholder management and bias for action
- Proficiency in Python and SQL. Good knowledge of data manipulation language such as SQL to design, review, optimize and troubleshoot data manipulation (SQL) processes comfortably.