Lead Digital and Omni-channel strategist

Aviation Indeed™️; Delhi; On-site; INR 1,800,000 - 2,500,000; Full time

Job summary

A leading airline company is seeking a Lead Digital and Omni-channel Strategist in Gurgaon. This role involves leading the development of a seamless omnichannel strategy to enhance customer experience across all service channels. The ideal candidate will have an MBA and over 8 years of relevant experience in digital strategies and team management. Responsibilities include supervising the Digital team, coordinating across various departments, and using data analysis to iterate strategies effectively. Competitive compensation and a dynamic work environment await.

Qualifications

• 8+ years of relevant experience in digital and omnichannel strategies.
• Proven ability to lead cross-functional teams and coordinate between departments.
• Strong analytical skills with experience in data-driven decision making.

Responsibilities

• Lead the creation of omnichannel strategy to enhance customer experience.
• Design overall strategy for consistent customer interaction across all channels.
• Supervise Digital & Omnichannel team’s activities to achieve satisfaction objectives.

Skills

Omnichannel strategy development

Data analysis

Team management

Budget management

Customer experience design

Education

MBA

Job description

Overview

Job Title: Lead Digital and Omni-channel strategist

Industry: Airline

Location: Gurgaon

Job Type: Full Time

Minimum Qualification: MBA is the minimum qualification

Experience: 8+ years of relevant experience

Job Purpose

• Lead the creation of omnichannel strategy that helps in customers driving a standard experience across all channels of service
• Coordinate across the organization with functional teams having access to customer touch points and understand various strengths and weaknesses across channels

Responsibilities

• Strategic Activities:
• Design the overall omnichannel strategy for consistent customer experience with the aim to drive a consumer first vision
• Accountable for bringing omnichannel expertise and leadership support to advance the Customer Strategy key priorities
• Control costs & ensure conformity to sub-function budgets; suggest iterations in budgets
• Coordinate with various functional teams having access to customer touch points to drive the omnichannel strategy
• Aim at reducing friction across channels through constant technology implementation and automation in collaboration with Digital & Technology teams

• Digital & Omnichannel Experience
• Design omnichannel measurement plans, selecting KPIs and setting goals, targets and measurement milestones aligned to business and capability building objectives - Work with Digital & Technology teams to deliver customer service ambition ensuring a consistent customer journey across all channels
• Collaborate with various CX-GH heads to collect and analyze data for various customer experiences across channels; using data driven approach to solve for consistent and profitable customer experience
• Support in the development of new channels and ensure linkage of the same to existing channels for seamless customer experience
• Aim at reducing turnaround time for all customer service queries and services through omnichannel strategies
• Leverage the strengths of each channel to support channel switching and be more effective in providing customer experience
• Conduct thorough competitor analysis and ensure design of strategy in line with market and industry trends
• Support transition from design and planning to implementation of new systems and processes
• Responsible for developing user experience and brand consistency across all digital touchpoints across channels

Team Management

• Proactively supervise the activities of the Digital & Omnichannel team to achieve customer satisfaction in accordance with set objectives
• Assess the training requirements of teams working under the role and their KPIs/SLAs and recommend training intervention for the same

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