Senior Program Manager - Merchant Experience (4-7 Yrs) Gurgaon/Gurugram (After-Sales/Customer Service)

Need candidate from Tier 1 college Responsibilities will includeFunctional Expertise- Lead the merchant experience roadmap to improve merchant contact experience, merchant retention & reduce incidence rates- Design and lead programs to improve experience metrics, driving improvements in CSAT, NPS and other relevant operational metrics- Monitor key performance indicators (KPIs) for merchant experience and retention, and drive actionable items from trends.- Conceptualize the workflow and own chat as a service channel (self-serve/automated agent support)- Perform exploratory data analysis to identify trends, patterns, correlations, and insights and develop data driven solution to improve merchant experience- Develop and manage a comprehensive customer communication strategy, including targeted campaigns to engage and retain customers.- Streamline the communications across the product journey, adverse events and product changes/launches in collaboration with the respective Business, Operations & Product Owners- Own the retention charter and drive strategic projects that enhance merchant stickiness and delightProblem Solving- Identify next avenues of merchant experience enhancements, by benchmarking company against the gold standards across the world.- Analyze merchant feedback, market trends, and competitive insights to identify opportunities for improvement and innovation in merchant experience. Own and drive these changes by collaborating with cross-functional teams.Drive a culture of continuous improvement, encouraging feedback from customers and employees to enhance service delivery. Interaction :- Collaborate with the leadership, product owners, marketing, sales, and support teams to ensure a seamless and positive customer journey from acquisition through to renewal and expansion.- Drive meetings with conflict and/or ambiguity to a common logical conclusion. Present MX updates to the larger forum in meetings. Impact :- Lead Merchant Experience by looking at end to end MX journey and identifying key themes for next phase of growth- Envision the best merchant experience across India and SE Asia as a benchmark - own and manage the user journey and delight for cutting-edge products- Champion for merchants across products and lead cross-functional high-impact projects driving accountability across the leadership team for respective actions items Challenges & Decisions :- Take merchant-first decisions in developing the MX roadmapNavigate multiple priorities across the org to ensure that experience is always factored in when developing or enhancing a product- Should always be impact driven when working with cross functional leaders/teamsAim for the gold standard that our merchants never face issues with our products, and if they do, their queries get addressed in the shortest time possible. Skills & know-how- Solution-oriented with a customer-first mindsetComfortable in working with cross-functional leaders (especially product and tech), breaking down complex issues into workable segments- Data-oriented problem solving. Excel, Powerpoint and SQL are second nature (ref:updazz.com)

Payroll Type : Permanent