Senior Executive - Relationship & Business Performance

Careernet; Dadri; On-site; INR 9,00,000 - 12,00,000; Full time

Job summary

A leading company in customer operations is seeking a skilled professional to enhance customer experience in partner stores. The role involves guiding partner stores on operational best practices and evaluating quality performance. Candidates should have 4-6 years of experience in Customer Success or Retail Operations, with a focus on driving operational excellence. This opportunity offers a chance to collaborate with various stakeholders to improve metrics and ensure compliance across locations.

Qualifications

• 4-6 years of experience in Customer Success Operations or Retail Operations.
• Experience in retail store management or partner store engagement.
• Proven track record in driving operational excellence initiatives.

Responsibilities

• Recommend best practices for picking and packing for enhanced customer experience.
• Guide partners on accurate operational processes.
• Evaluate Pods' quality and suggest improvements.

Skills

Customer Success Operations

Retail

Education

Any Graduation

Job description

Key Skills:

Customer Success Operations, Retail.

Roles & Responsibilities:

• Recommend and advise partner stores on best practices for picking and packing to enhance customer experience (Cx).
• Guide partners on accurate picking, packing, and billing processes using relevant tools, dashboards, and operational systems.
• Evaluate the quality and performance of Pods, including cleanliness, hygiene, and delivery effectiveness, and suggest improvement measures.
• Advise partners on improving speed perception and order fulfillment efficiency to elevate Cx.
• Provide continuous improvement recommendations to achieve and maintain key customer experience metrics.
• Identify training gaps among partner staff and recommend focused interventions to improve Cx outcomes.
• Analyze demand trends and order surges during peak periods, recommending proactive measures to minimize Cx impact.
• Monitor operational KPIs across partner stores and provide insights to drive performance improvement.
• Collaborate with internal stakeholders to ensure seamless communication, operational alignment, and issue resolution.
• Support on-ground audits, compliance checks, and process standardization across partner locations.

Experience Required:

• 4-6 years of experience in Customer Success Operations, Store Operations, Business Performance, or Retail Operations.
• Retail store management or partner store engagement.
• Driving operational excellence initiatives to improve customer experience.
• Using dashboards and operational tools for order tracking, performance assessment, and decision-making.
• Coordinating with cross-functional teams (e.g., Operations, Partner Management) to enhance workflow efficiency.
• On-ground quality checks, store visit routines, and operational health assessments.

Education:

Any Graduation.