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Associate Director- Head of Customer Delight

3 months ago

Bengaluru, India Zepto Full time
DetailsCore Areas: Customer Delight, Program Management, Strategy, Planning, Problem-solving and stakeholder managementQualification:

4-7+ years of experience in a consumer internet company, strong program management skills; Bachelor from a Tier 1 Institute, MBA preferred

Our Story

Zepto is a fast-growing startup that

delivers groceries in 10 minutes flat

through an optimized network of dark stores we're building nationwide We’re present in all Indian metros - Mumbai, Delhi NCR, Bengaluru, Hyderabad, Chennai, Pune, and KolkataWe’re incredibly well-funded and our investors include Y Combinator, Glade Brook, Nexus Venture Partners, and more We’ve also built out one of the best startup teams in India, with Senior Executives from Uber, Flipkart, Dream11, and institutions like Stanford, INSEAD, IIM, and IIT

Position Overview:Responsible for Customer Delight and Category Growth at Zepto, you will play a pivotal role in enhancing customer satisfaction and driving key business metrics through strategic sampling initiatives.You will work at the intersection of product, logistics, marketing, and brand partnerships to curate exceptional experiences that elevate our customers' shopping journey. Your efforts will contribute to increased order frequency and value, reinforcing customer loyalty.

Key Responsibilities:ARPU growth:Using sampling as a lever to grow the average revenue per user through increased retention, exposure to new categories, penetration of D2C brands and other strategiesStrategic Planning and Execution:Develop and implement a comprehensive sampling calendar aligned with business objectives and customer preferences.Ensure meticulous planning and flawless execution of campaigns to optimize customer engagement and satisfaction.Cross-Functional Coordination:Collaborate closely with the product team to design sampling experiences that enhance our platform's customer experience and value proposition.Liaise with logistics and supply chain teams to ensure timely availability of products across all geographies served by Zepto.Partner with category and monetization teams to secure a steady supply of products through effective brand pitches and negotiations.Partnership Development:Foster strong relationships with brands and suppliers to expand our sampling offerings and maintain a reliable stream of high-quality products.Identify and cultivate strategic partnership prospects aligned with Zepto's brand ethos and customer preferences.Marketing and Brand Integration:Work with the marketing and brand teams to develop compelling communication strategies that increase the visibility of sampling campaigns and drive customer participation.Ensure seamless integration of sampling initiatives into broader marketing campaigns to maximize reach and impact.Innovative Sampling Strategies:Utilize a variety of sampling techniques and formats to effectively target diverse customer segments and product categories.Continuously experiment with new approaches and technologies to enhance customer engagement and achieve desired business outcomes.

What We’re Looking ForProven Experience in managing complex business processes/Programs at scale, focusing on customer engagement programsAbility to think strategically, solve problems, and make data-driven decisions​​Exceptional communication and presentation skills to convey program status, insights, and recommendations effectivelyStrong analytical and problem-solving skills with a keen attention to detail. Ability to identify root causes and propose data-driven solutionsStrong bias for action. Ability to work under pressure and deliver tangible business impact in time-critical situations

Why Join Us?Zepto is on a blitzscaling path unlike any other startup today. Be the digital flagbearer for demand in this journey.The opportunity to join one of the fastest-growing unicorns is rare. Also, we’re giving our team strong equity to create lasting wealth as our company grows.