Project Summary
The role is responsible for driving OMNI channel Sales and customer experience through joint closure of online leads. Optimum utilization of the leads through strong governance and data driven approach to elevate the performance levels. Collaborate and work closely with retail (Lead Champs) and central team to ensure highest performance standards. Lead Jockey will continue to work from L1/Mega store of the city and will be responsible to handle leads for his/her own store. Daily cadence with Lead Champs, performance metric discussions, support lead champs with data & lead prioritization analytics, review with ABM/RBM and central team and Store visits – Lead Champ/RSO training , performance review and support etc.
Qualifications
L2-L3 RSO with minimum 1 year of store experience · Proficient in basic MS-Excel – V-Look up, SUM, Pivot and Filter formula’ s · Detailed understanding of the jewellery category · Good communication skills · Basic knowledge of data analytics · Good influencing skills / Sales techniques
Experience
1 year
Technical Skills
Key KRA
· Daily cadence with Leads Champs/Stores
· Action every lead within 2 hours
· 0% Lapsed leads for the region
· 30% MTD conversion (Monthly targets will be
given)
· Support Lead Champs with data & lead
prioritization analytics
· WIP leads needs to be reviewed and final closure
within 30 days
· Store visits – Lead Champ/RSO training ,
performance review and support etc
· Action leads of own stores
Omni: Root Cause Analysis and Business Process
Improvement
· Analyse trends and themes related to online leads
and share feedback accordingly
· identify any parts of the Joint Closure that aren’t
working properly. Ensure broken lead journeys are
fixed with the help of relevant business
stakeholders (retail, marketing, customer service
and customer experience teams)
· Provide suggestions to refine store operations and
Lead Management in stores
· Improve resolution process continuously to reduce
SLA and increase conversion
Customer Service
- Retail & Central OMNI Team
- Customer Service Team
- Customer Experience Team
- IT Team
- Business Stakeholders
Written and Verbal Communication
Problem-Solving
Organizational Skills
Tasks & Deliverables
Key Stakeholders for the Project
LOCATION
DELHI
WORK MODE
Work from Office
COMPENSATION
Commensurate with Role and Project
TYPE OF RETURNSHIP
Returnship
PERIOD OF RETURNSHIP
6 Months
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