Executive|Assistant Manager | Planning |amp| Strategy |CX|

Tata CLiQ is the flagship digital commerce initiative of the Tata Group. It is a multi-category e-commerce platform, operating across categories such as Fashion, Footwear and Accessories, Beauty, and Luxury. It has a unique omnichannel marketplace model offering customers the convenience of quicker delivery (by shipping from store), easy pick-up and returns, across 1,200+ brands and 1,000 stores in 100+ Indian towns and cities.

At CLiQ:
• We obsess over customer delight.
• We are out there to find an alternate way of doing e-commerce.
• We carry an attitude to develop a culture of learning and continuous improvement, both for people and processes.
• We believe in Uncomfortable Transparency.
• We will always be respectful, empathetic, and caring about the well-being of our teams.
• we encourage experiments and creativity in Technology.
• We develop and use technology to enhance day-to-day life and have a positive impact on customers.
• We encourage experiments and creativity in Technology.

We are committed to strengthening diversity, equity, and inclusion at the workplace through an enabling environment, supportive work-life policies for employees, and a culture that welcomes differences and creates a sense of belonging. We strive to create a work environment where all employees can develop and grow to achieve their full potential. We are an equal opportunity employer and are committed to maintaining respect and dignity for all”

Role Purpose:

Tata CLiQ’s Customer Experience (CX) Team is significantly large process that’s spread across 7 cities and as CX team continues to grow, we realise the need to further strengthen our strategic planning process for improved customer experience.

Planner will be responsible for supporting the Strategy Head in planning and directing an organisations customer service, strategic, short and long term goals.

Planner will also support the Strategy Head in preparing Annual Operating Plan/budget, customer contacts manpower forecast and ensures that projects/department milestones/goals are met and adhering to approved budgets.

Responsibilities:

Collaborate cross functionally to execute strategic goals and roadmap for the customer service function. Work closely with customer service leaders and head of departments in execution of the annual strategic roadmap.

Participate in programs / projects that help meet strategic objectives, pilots and trials concerning new business initiatives, and rollouts; analyse the results, and provide recommendations.
• Collaborate cross functionally to develop contact forecasts (daily and monthly) for multiple queues, track actuals and highlight concerns; act as the customer service representative in cross functional planning cycles (sale and non-sale periods).
• Work closely with the operations team to create and align manpower requirements based on data analysis, historical trends and predefined strategic projects and timely communicate to vendors.
• Drive cost optimization through various initiatives such as improving planning accuracy, reducing wastage through tackling non-productive payments (ramp up/ramp down)
• Navigate ambiguous situations and establish metrics and calculation standards to create measurability and visibility.
• Be data obsessed and work closely with analytics to improve reporting standards; execute in-depth analyses to identify and fix root causes.
• Ensure daily, weekly, monthly reporting of metrics related to efficiency, planning accuracy, cost per contact etc.

Required Skills/Abilities:

Excellent verbal and written communication skills.

Understanding of business forecasting techniques.

Excellent interpersonal skills.

Excellent organizational skills and attention to detail.

Strong analytical and problem-solving skills.

Self-driven quick learner.

Education and Experience:

Bachelor’s degree in mathematics, statistics, economics, technology, or MBA is highly preferred.

Working knowledge of Tableau, SQL, Redshift (preferred)

Proficiency in MS Office tools like Excel, PowerPoint, Word

The opportunities we have are perfect for highly motivated and talented candidates.

We are looking for candidates who have a strong passion for customers, a high level of comfort with uncomfortable transparency, and a keen sense of ownership and drive to deliver results.

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