Shoppers Stop - Deputy Manager - Customer Service

Description:
Roles & Responsibilities:

- Design Thinking : Understands processes data deeply and leverage design choices to explore possible outcomes and to achieve the desired outcome to benefit the organization.
- Bias for Action : Can work in an ambiguous environment where sufficient data may not be available.
- Persists to complete tasks/responsibilities, even in the face of difficulties with optimism.
- Analysis Decision Making : Understands implications for the choices and is able to use that for making decisions.

- Makes timely, informed decisions that take into account the facts constraints.
- Creativity Innovation : Knowledge of innovation, ideation, effective brainstorming methods, feasibility analysis and can project how potential ideas may play out in the marketplace.
- Process/Project Management: Understands processes and principles to drive new initiatives within an organization with guardrails of Time, Cost, Scope Quality of the output.
- Teamwork : Can work collaboratively with a variety of teams, with transparency and be able to inspire others to work toward common goals by engaging and empowering them.
Required Skills:

- Own and drive improvement in critical customer facing metrics.
- Develop continuously evolving strategies for enhancing customer experience based on evolving customer behaviour.
- Gather and analyse customer feedback and insights to understand preferences and behaviours.
- Identify, monitor, analyze and improve critical input metrics that have causality with the customer facing output metrics.
- Conduct thorough market research stay abreast of industry developments to identify trends and opportunities.
- Work with complex data sets from multiple channels to derive meaningful insights.
- Summarize findings and collaborate with product/tech/business/ops teams to drive experience improvement.
- Drive innovative projects to enhance customer experience demonstrate a passion for innovation and contribute to driving business growth.
- Develop a culture of continuous problem-solving and excellence within the team.
- Promote a strategic, long-term approach to problem resolution.