Digital Program Manager - Customer Experience

Decathlon Sports India; Bengaluru; On-site; INR 1,500,000 - 2,500,000; Full time

Benefits offered by this job

1 Day WFH per week

Job summary

A leading sporting goods company is looking for a talented Digital Program Manager in Bengaluru to drive digital transformation initiatives. The ideal candidate will have 3-7 years of program management experience, with a focus on enhancing customer experiences through digital strategies. Responsibilities include leading strategic initiatives, improving customer engagement, and driving operational efficiency. Join us in transforming the future of sports retail.

Qualifications

• 3-7 years experience in program management, preferably in D2C or ecommerce.
• Strong analytical skills in data analysis and market research.
• Proficient in programming languages like Python and SQL.

Responsibilities

• Lead strategic initiatives to improve engagement and conversion rates.
• Drive customer programs and optimize operations for efficiency.
• Partner with tech teams to enhance UI/UX and customer metrics.
• Manage input metrics to ensure competitive advantage.
• Grow Daily and Monthly Active Users through engagement strategies.

Skills

Program Management

Data Analysis

Market Research

Python

SQL

Communication

Job description

Overview

Digital Program Manager role at Decathlon Sports India — join to apply for this role.

About Us: At Decathlon Sports India, our purpose is to "Move people through the wonders of Sport". We are transforming digitally to create a WOW experience for our users through a seamless omni-channel journey both in stores and online via our website and shopping app. We are initiating a strategic transition to leverage changing behavior and grow our digital business in the coming years.

Key Responsibilities

• Lead strategic initiatives across Search, Personalization, and Customer Retention to improve engagement and conversion rates.
• Drive Customer Programs (Exchange, Serviceability, Delivery Speed) and optimize Quick Commerce operations for speed and efficiency.
• Partner with Product & Tech teams to enhance UI/UX, platform uptime, and customer success metrics.
• Manage Input Metrics — pricing accuracy, delivery speed, and product availability — ensuring competitive advantage.
• Optimize Customer Lifecycle Value (CLV) by improving the CAC-to-repeat ratio and driving loyalty initiatives.
• Expand Omni Channel feature adoption and geographical coverage, integrating digital and store ecosystems.
• Oversee Delivery Performance and Fulfillment Centre Efficiency with a focus on cost, speed, and reliability.
• Grow Daily and Monthly Active Users (DAU/MAU) through innovative retention and engagement strategies.
• Champion Automation and Data-led decision-making to simplify processes and scale operational excellence.
• Drive stakeholder alignment and Change Management across cross-functional teams to ensure smooth implementation of digital transformation initiatives.

Key Success Metrics

• Growth in Conversions, GMV, and Margins
• Improved Delivery SLA adherence and Customer Experience scores (NPS, CSAT)
• Increase in Omni & Quick Commerce penetration
• Higher Repeat Rates, DAU/MAU, and CLV-to-CAC ratio
• Execution of automation-led process efficiencies

Job Description

We are seeking a dynamic Digital Program Manager to drive our digital transformation initiatives with customer obsession. The role will focus on enhancing customer-side experiences through search optimization, personalization, and various customer programs like exchange and delivery speed, among others relevant for the customers of tomorrow. The manager will ensure seamless UI/UX, leverage analytics for data-driven decisions, and collaborate with stakeholders across technology, product, and supply chain. The Program Manager will collaborate across teams to set charters and processes, ensure activation within deadlines with the right metrics, and run programs efficiently. A successful candidate will have a strong background in digital program management, stakeholder management, leadership, and a proven track record in enhancing customer satisfaction and operational efficiency.

Qualifications

• Demonstrated expertise in program management, preferably within the D2C or ecommerce sector for 3 - 7 years
• Proficient analytical skills, with the ability in data analysis and market research
• Knowledge in programming languages like Python & SQL
• Outstanding communication with an ability to create visualizations and present to leadership teams

Work policy

1 Day WFH per week as per requirement

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• General Business, Management, and Strategy/Planning
• Industries: Retail, Retail Apparel and Fashion, and Sporting Goods Manufacturing