| Job Code | 5587 | ||||
| Company Name | Atemps Client | ||||
| Industry Name | Fintech | ||||
| Website | NA | ||||
| Job Location | Gurgaon | ||||
| Job Category / Role / Designation | Sr. Program Manager (Merchant Experience) | Operations | ||||
| Qualifications required | Graduate from Tier 1 college only | ||||
| Required Skills | Solution-oriented with a customer-first mindset Comfortable in working with cross-functional leaders (especially product and tech), breaking down complex issues into workable segments Data-oriented problem solving. Excel, Powerpoint and SQL are second nature | ||||
| experience required | 4.00 -7.00 | ||||
| Salary in Lacs | 15.00 to 20.00 LPA | ||||
| Gender | Both can Apply | ||||
| Job summary / objective | Solution-oriented with a customer-first mindset Comfortable in working with cross-functional leaders (especially product and tech), breaking down complex issues into workable segments Data-oriented problem solving. Excel, Powerpoint and SQL are second nature | ||||
| Responsibilities & duties | Functional Expertise Lead the merchant experience roadmap to improve merchant contact experience, merchant retention & reduce incidence rates Design and lead programs to improve experience metrics, driving improvements in CSAT, NPS and other relevant operational metrics Monitor key performance indicators (KPIs) for merchant experience and retention, and drive actionable items from trends. Conceptualize the workflow and own chat as a service channel (self-serve/automated + agent support) Perform exploratory data analysis to identify trends, patterns, correlations, and insights and develop data driven solution to improve merchant experience Develop and manage a comprehensive customer communication strategy, including targeted campaigns to engage and retain customers. Streamline the communications across the product journey, adverse events and product changes/launches in collaboration with the respective Business, Operations & Product Owners Own the retention charter and drive strategic projects that enhance merchant stickiness and delight Problem Solving Identify next avenues of merchant experience enhancements, by benchmarking BharatPe against the gold standards across the world. Analyze merchant feedback, market trends, and competitive insights to identify opportunities for improvement and innovation in merchant experience. Own and drive these changes by collaborating with cross-functional teams. Drive a culture of continuous improvement, encouraging feedback from customers and employees to enhance service delivery. Interaction: Collaborate with the leadership, product owners, marketing, sales, and support teams to ensure a seamless and positive customer journey from acquisition through to renewal and expansion. Drive meetings with conflict and/or ambiguity to a common logical conclusion. Present MX updates to the larger forum in meetings. Impact Lead Merchant Experience by looking at end to end MX journey and identifying key themes for next phase of growth Envision the best merchant experience across India and SE Asia as a benchmark - own and manage the user journey and delight for cutting-edge products Champion for merchants across products and lead cross-functional high-impact projects driving accountability across the leadership team for respective actions items Challenges & Decisions Take merchant-first decisions in developing the MX roadmap Navigate multiple priorities across the org to ensure that experience is always factored in when developing or enhancing a product; should always be impact driven when working with cross functional leaders/teams Aim for the gold standard that our merchants never face issues with our products, and if they do, their queries get addressed in the shortest time possible. | ||||
| Note: | Need candidate from Tier 1 college | ||||
| Working Days | |||||
| Working Time | |||||
| Last date of application Submission | 10/12/2024 | ||||
| Apply | Click Here | ||||
| Connect : | 7987398498 | ||||
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