Assistant Manager - Customer Experience and Analytics

DP World Express Logistics Private Limited

Bengaluru/Bangalore

Not disclosed

Work from Office

Full Time

Min. 5 years

Job Details

Job Description

Assistant Manager - Key Accounts - Express Logistics

 

FILING INFORMATION

Position

Asst. Manager – Customer Experience (NPS)

Department

Express Business, Customer Service

Location

Mumbai

Band

3

Reporting To

DGM - Customer Experience

ROLES & RESPONSIBILITIES

Key responsibilities

 

  • Measure impact of business initiatives including loyalty programs, promotions, marketing campaigns, etc. on the customer base.

  • Analyze effectiveness of CRM campaigns and retention programs across online and offline channels for data-led optimization.

  • Publish regular insights reports to measure and track KPIs against benchmarks.

  • Develop modeling frameworks that analyze behavior trends and campaign performance.   

  • Lead analytics presentations to business stakeholders.

  • Partner with IT and vendors to manage and maintain data quality and provide recommendations on data architecture.

  • Create customer performance dashboards and present RCA of performance metrics, per customer, that are failing for service intervention

  • Leverage CX data to identify opportunities to improve customer service and customer experience.

 

QUALIFICATIONS & COMPETENCIES

 

 

  • Bachelor’s degree or post graduate (MBA preferred) and equivalent work experience in a related field.

  • 5+ years leading customer analytics at a company with a significant omni-channel presence.

  • Strong data visualization experience (Tableau, PowerBI, DataStudio, Looker)

  • Strong experience with data gathering and analysis (SQL, R, Python)

  • Experience working with web analytics data (Google / Adobe Analytics)

 

Experience Level

Mid Level

Job role

Work location

Bangalore, Karnataka, India

Department

Data Science & Analytics

Role / Category

Data Science & Machine Learning

Employment type

Full Time

Shift

Day Shift

Job requirements

Experience

Min. 5 years

About company

Name

DP World Express Logistics Private Limited

Job posted by DP World Express Logistics Private Limited

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