Deputy Director

Role     : Deputy Director - Customer Experience  (CE)Projects

Team      : Customer Experience

Location : Bengaluru

About the Customer Experience (CE)Team:

The Customer Experience team represents the voice of Myntra's customers. This team has an enterprise wide vision and works with all functions (Supply Chain, Category, Technology, Contact Center, Marketing & Revenue, Operations, Cataloging etc) to ensure sustained performance across every leg of the customer journey. This entails strong cross functional understanding and stakeholder management to drive immediate action and process changes. 

The team is entrusted with program management & complex problem solving to drive Myntra's premium service positioning and building capabilities that enhance customer experience. The CE team at Myntra is dedicated to enhancing customer satisfaction by identifying and resolving friction points across the customer journey. Our mission is to deliver a seamless shopping experience by optimizing processes, improving communication, and ensuring timely and effective resolutions for customer concerns. We focus on proactive service improvements, leveraging data-driven insights, innovative solutions, and cross-functional collaboration to elevate the overall customer experience.

Role Summary

The role involves driving measurable improvements in customer experience by governing and reducing platform imperfections, optimizing processes, and enhancing operational efficiency. This position is pivotal in ensuring alignment across multiple stakeholders and delivering innovative solutions to address performance issues, enhance customer satisfaction, and achieve long-term organizational goals.

The candidate will program manage initiatives focused on reducing the end-to-end order journey inefficiencies for customers, including:

• Supply-related RTO (Return to Origin) issues.
• Order cancellations and delivery breaches.
• Doorstep imperfect experiences, encompassing delivery as well as return/exchange processes.
• Refund failures and delays.
• Enhancing contact center performance to better manage and resolve customer queries.

Expected Outcomes:

• Significant reduction in platform imperfections and critical KPIs related to customer pain points (% Orders     with pain).
• Successful implementation of scalable, data-backed solutions to enhance platform performance and operational efficiency.
• Delivery of innovative, strategic projects that yield high quarterly targets and measurable customer experience improvements.
• Seamless collaboration and alignment with cross-functional teams, ensuring clear communication of objectives and outcomes.

Competencies:

• Ability to develop long-term strategies that address customer pain points and drive measurable impact.
• Proficiency in analyzing data and trends to identify improvement areas and deliver actionable insights.
• Skilled in frameworks such as Agile, Six Sigma, or Lean, with experience leading initiatives to reduce service defects and improve efficiency.
• Strong ability to collaborate with cross-functional teams and act as a liaison to ensure alignment and effective communication.
• Expertise in designing and streamlining workflows, including system integration and automation.
• Capability to simplify complex data insights for senior-level decision-making and align program outcomes with business goals.

Qualifications & Experience

• MBA or equivalent degree, preferably with a focus on operations, analytics, or strategy.
• Minimum of 5+ years in project or program management roles, ideally within e-commerce or similar industries.
• Proven track record in process optimization, program management and customer experience strategy development.
• Hands-on experience in managing and driving cross-functional collaboration.
• Preferred background in e-commerce design, program & project management.