Retail - Senior Manager/Manager

Sigma Allied Services; Bengaluru; On-site; INR 3,500,000 - 5,200,000; Full time

Job summary

Sigma Allied Services in Bengaluru, Gurgaon and Mumbai seeks a Senior Manager to lead Retail Service Reinvention and customer service transformation across global markets. You will own strategy, design operating models, and drive measurable improvements in service delivery and experience.

You will blend industry and consulting insights to shape AI-native and agentic service models, oversee end-to-end retail value chain initiatives, and build scalable capabilities across the enterprise with a

Qualifications

• Experience in retail service reinvention and customer service strategy transformation.
• Deep understanding of end-to-end retail value chain and how it drives service demand, volume and exceptions.
• Experience shaping AI-native/agentic service operating models.

Responsibilities

• Service Strategy & Advisory
• Experience Design
• Operating Model & Process Transformation
• Technology & AI Transformation
• Human + Agentic Operations
• Enterprise Transformation Delivery
• Practice Building
• Professional & Technical Skills

Skills

Retail Reinvention

Service Strategy

AI Transformation

End-to-end Retail

Industry Consulting

Demand Analytics

Job description

Job Title - Retail Service Reinvention - Senior Manager

Management Level: L06 - Senior Manager

Reporting to _ Customer Service MD - Managing Director

Location: Bangalore, Gurgaon, Mumbai (India; global remit)

Experience: 12+ Years (L06)

Must have skills: Retail Service Reinvention / Customer Service Strategy & Transformation; a blend of industry and consulting experience with deep understanding of the end-to-end retail value chain and how it drives service demand, volume and exceptions; experience shaping AI-native / agentic service operating models.

Role

• Roles and responsibilities
• Service Strategy & Advisory
• Experience Design
• Operating Model & Process Transformation
• Technology & AI Transformation
• Human + Agentic Operations
• Enterprise Transformation Delivery
• Practice Building
• Professional & Technical Skills

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