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Executive Director of Customer Insights
1 month ago
Job Summary
We are seeking a highly skilled and experienced Senior Manager Research and Insights to join our team at Flipkart.
Main Responsibilities
- Institutionalising Customer Centricity and acting as the custodian of customers at the Flipkart level for the BUs you will be managing (Mobile, Large Appliances, Grocery).
- Conduct comprehensive market research to identify emerging trends, competitive landscapes, and opportunities for growth, existing consumer triggers and barriers.
- Help identify sources of growth, track customer sentiment via BHT, NPS, CSat, etc.
- Establish key performance indicators (KPIs) and metrics to measure the success of products and offerings on platform, marketing initiatives – Mind Measures, Consideration, CVP, and BIP tracking vs competition.
- Study the offline behavior/mystery audits to track offline practices and create selection and pricing benchmarks.
- Connecting the dots and storytelling across different internal and external sources for developing a comprehensive view for the organization.
- Co-own and co-partner – collaborate with categories, product, and marketing teams to provide insights that drive product innovation and on and off-platform campaigns.
- Work closely with data science and analytics teams to develop advanced models and forecasting tools.
- Action planning with category and co-owning AIs to show impact.
- Identify customer segments and their triggers and barriers. Repeat the same for brands and identify white spaces for marketing interventions.
- Drive on-growth via sharper CVP and targeting.
- Drive sharper product changes in affordability constructs towards building ease of comprehension, benchmark vs offline, and other players in the ecosystem.
- Competition benchmarking to identify areas of strengths and weaknesses/best practices.
- Customer experience enhancement: identify opportunities to enhance the overall customer experience through data-driven insights and feedback.
- Help drive strategies to improve customer satisfaction/NPS and consideration and loyalty and track the impact.
- Build ways of optimizing the budget vs ROI.
Requirements
- This position requires a researcher who can blend analytical and research prowess with strategic thinking to guide decision-making across the organization.
- Stakeholder management, collaboration.
- Strategic thinking and thought leadership.
- Bias for action and agility is essential.
- Problem-solving with a customer-centric view.
- Understanding of global research and insights practices across qualitative, quantitative, and digital.
- Strong research skills – qualitative and quantitative, and the ability to derive insights and action plans based on data and business reality.
About Us
Flipkart is a leading e-commerce company in India.
