Associate Director - Customer Experience

About The Company

Who are we?

Myntra is India’s leading fashion and lifestyle platform, where technology meets creativity. As pioneers in fashion e-commerce, we’ve always believed in disrupting the ordinary.

We thrive on a shared passion for fashion, a drive to innovate to lead, and an environment that empowers each one of us to pave our own way. We’re bold in our thinking, agile in our execution, and collaborative in spirit.

Here, we create MAGIC by inspiring vibrant and joyous self-expression and expanding fashion possibilities for India, while staying true to what we believe in.

We believe in taking bold bets and changing the fashion landscape of India. We are a company that is constantly evolving into newer and better forms and we look for people who are ready to evolve with us.

From our humble beginnings as a customization company in 2007 to being technology and fashion pioneers today, Myntra is going places and we want you to take part in this journey with us.

Working at Myntra is challenging but fun - we are a young and dynamic team, firm believers in meritocracy, believe in equal opportunity, encourage intellectual curiosity and empower our teams with the right tools, space, and opportunities.

The role holder will act as the single point of contact for leading the following charters Cx Design and New Initiatives Proactively identify and address gaps in existing processes related to purchase journey of customers to ensure structural fixes and ideate as well as enable growth bets Mnow End to end ownership of Mnow experience across delivery returns and customer support Cx Analytics Build powerful dashboards to track as well as action on defects power business cases to get alignment on Cx initiatives AI in Cx Manage AI program across customer support return decision making help center delivery journey including strategy and partner management Business Responsibilities Strategy Development and Execution Develop and implement strategies for step improvement in customer experience on platform and Mnow Addressing Customer and Business Pain Points Create mechanisms to address issues in real time such as pickup failures enhancing customer satisfaction and business efficiency Best in Class Processes Ensure that Myntras processes are industry leading balancing customer experience with business priorities Representation in Leadership Meetings Serve as the single POC for the function representing it in business and leadership meetings at Myntra especially when service related topics are on the agenda Achievement of AOP Goals Be responsible for meeting AOP goals and driving year over year productivity improvements Partnership and Collaboration Responsibilities Process Automation Partner with Product Teams to automate processes aiming to eliminate manual interventions where possible This helps streamline operations and improve efficiency Continuous Improvement Work with Supply Chain Customer Support Business Finance Business Intelligence Product and Category teams across Myntra to maintain and improve operational hygiene on an ongoing basis Cross Functional Coordination Act as a strong connector between the Category Biz Fin and Supply Chain Management teams ensuring better coordination communication and execution This collaboration is essential for enhancing the overall customer experience Stakeholder Engagement Collaborate with internal stakeholders and leadership to set clear expectations and provide regular business updates This ensures alignment and transparency in achieving business objectives Leadership and Problem Solving Serve as a guide and leader to resolve internal stakeholder bottlenecks facilitating smooth operations and effective team performance

Required Skills

customer experience design, artificial intelligence, process automation, business intelligence