Customer Experience Manager

  • Gurugram
  • Noon
Job Title: Customer Experience Strategy Manager Reporting to Senior Manager, Consumer Experience Strategy and Operations Location: Gurgaon, Cyber Hub About noon noon.com is a technology leader with a simple mission: to be the best place to buy and sell things. In doing this we hope to accelerate the digital economy of the Middle East, empowering regional talent and businesses to meet the full range of consumers' online needs. noon operates without boundaries; we are aggressively and voraciously ambitious. Starting in 2017 with noon.com, the region’s homegrown e-commerce platform and leading online shopping destination, noon is now a digital ecosystem of products and services - noon, noon Food, Noon in Minutes, NowNow, SIVVI, noon One, and noon Pay. At noon we have the courage to pursue what seems impossible, we work hard to get things done, we go to great lengths to ensure that the experience of everyone from our customers to our sellers or noon Bandidos is stellar but above all, we are grateful for the opportunities we have. If you feel the above values resonate with you – you will enjoy this incredible journey with us! Job Description Who are we? At noon, we aspire to be the most customer-centric and relevant digital company in the region. To reach this goal, we need exceptionally talented, bright and driven people who love the hustle. If you would like to help us build a place where everyone can find and buy anything online in the region, this is your chance to make history. Responsibilities You will: Manage, own and optimize the customer experience charters for a business unit within the noon group by setting the right targets, defining the action plan, and managing its implementation to achieve the targets. Advocate on behalf of the customers – identify the issues and design the strategic initiatives required to ensure a top-notch experience to our customers. Measure and achieve customer experience targets through analytics, insights, and continuous improvement programs. Design and execute projects across geographies, generate quantitative and qualitative insights, and deliver actionable recommendations to all cross-functional stakeholders. Coordinate with various cross-functional stakeholders to define the programs and initiatives required to improve the experience for our customers. Ensure adherence to the Group Customer Experience principles across the end to end customer journey. Use outside-in design philosophy across all functions at noon by leveraging existing internal as well as external insights. Use secondary customer research methodologies (such as service design research and user experience research) to drive the targeted and contextual experience. Skill Requirements Minimum 5 years of relevant work experience with a hands-on experience with SQL, Data-studio or other similar visualization tools Must have 2+ years of experience in data/strategy/management consulting projects/firms. Prior experience in leading complex programs from ideation to delivery, along with experience of working in cross-functional teams is required. Detailed understanding of the e-commerce market dynamics and associated business models is preferred. Ability to independently manage multiple work streams and a history of developing productive working relationships and trust with teams across departments. The ideal candidate will have a passion for transformation and change, and the delivery of a first-class customer experience gained from business improvement experience in a complex customer-centered business Who will excel? We’re looking for candidates who thrive in a fast-paced, dynamic start-up environment. We’re searching for problem solvers, people who operate with a bias for action and have a deep understanding of the importance of resourcefulness over reliance. Candor is our only default. Demanding unequivocal high standards should be non-negotiable because quality matters. We want people who are radically candid, cohorts who commit to settling for nothing but the best - in hiring, in accepting work from colleagues, and in your own work. Ours is not an easy mission, but it is a meaningful one. Every hire must actively raise the bar of talent in the company to help us reach our vision.