About the team

The Customer Experience team represents the voice of Myntra's customers. This team has an enterprise wide vision and works with all functions (Supply Chain, Category, Technology, Contact Center, Marketing & Revenue, Operations, Cataloging 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. 

The team is comprised of a strong mix of analytical storytellers who turn data into actions. It also owns the customer experience index and is entrusted with providing the organization real time consumer insights. Work involves complex problem solving and program management of cross functional strategic initiatives targeted towards enhanced customer experience.

 Roles and Responsibilities 

Candidate will be responsible to drive the Non- service experience (Platform, Post Purchase and CC)

  • Lead and strengthen the Myntra Cx vision and strategy the above nodes
  • Own and keep evolving Cx measurement framework
  • Continuous performance monitoring along with respective stakeholders
  • Conceptualize and launch strategic initiatives along with cross functional teams (Category, Planning, Revenue and Product) to enhance customer experience
  • Own and define customer facing policies for the platform
  • Co-ordinate with finance, internal trust and safety team, category teams in implementation of
  • Team Management - direct, manage and lead team involving good mix of data analyst, market research champions and program managers.
  • Be true evangelist of customer experience

 Qualification & Experience  

  • 7+ years of relevant experience in consulting, E-commerce, project management, in B2C product/ tech companies
  • Strong creative thinking and ability to visualize and program manage execution of large cross functional projects of strategic importance
  • Distinctive stakeholder management, influencing skills to build and manage a complex ecosystem of internal and external partners
  • Analytical skills along with ability to drive insight from data. Understanding of data sciences concepts and modeling is desirable but not mandatory
  • Very high bias for action; Strong presentation, communication and stakeholder-management skills
  • Team player and excellent collaborator
  • People manager with experience of managing medium to large teams
  • Excellent academic record in whichever field, Masters from a premium school/university

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