Repos Energy India Pvt Ltd
Location
Pune City | India
Job description
Job Description: Business Lead - Customer
Success
Job Summary:
We are seeking a dynamic and results-driven Business Lead for Customer Success to
spearhead our High-Speed Delivery (HSD) operations. The successful candidate will be
responsible for onboarding stakeholders onto our technology platform, driving HSD growth,
implementing retention strategies, and optimizing last-mile delivery fulfillment. This role
requires a strategic leader with a strong background in ecommerce, logistics, and city
operations.
Responsibilities:
Onboarding Stakeholders:
o Lead the onboarding process for stakeholders on the technology platform.
o Collaborate with cross-functional teams to ensure seamless integration.
HSD Growth:
o Drive revenue growth through strategic sales of High-Speed Delivery (HSD)
services.
o Develop and execute expansion plans for operations in new geographies.
Retention Strategies:
o Implement and optimize customer retention strategies.
o Analyze data to identify trends and areas for improvement in customer
satisfaction.
Feedback Collection:
o Establish robust mechanisms for collecting customer feedback.
o Utilize feedback to drive continuous improvement in products and services.
Up-selling/Cross-selling:
o Develop and implement strategies to maximize up-selling and cross-selling
opportunities.
Last Mile Delivery Fulfillment:
o Oversee and optimize the last mile delivery process for efficiency and
customer satisfaction.
Metrics and Data Analysis:
o Utilize advanced analytics tools for performance monitoring and data-driven
decision-making.
o Implement and track key metrics related to business success.
Relationship Building:
o Build and maintain strong relationships with partners and customers.
o Drive customer-centric approaches for long-term satisfaction.
Team Building and Training:
o Recruit, train, and lead a high-performing team.
o Foster a collaborative and motivated work environment.
Cross-functional Collaborations:
o Collaborate with various departments to ensure smooth operations and
effective communication.
Product Improvement:
o Work closely with the product team to provide insights for continuous
improvement.
Performance Monitoring - Partner and Customer:
o Monitor the performance of partners and customers to ensure mutual success.
Key Skills:
Technical Skills:
Process optimization and budgeting.
Advanced proficiency in MS Excel, CRM, and order management strategies.
Analytics and reporting expertise.
Performance monitoring and contract negotiations.
PnL/Unit economics.
City operations management.
NPS (Net Promoter Score) analysis.
Soft Skills:
Decision-making ability.
Effective delegation of responsibilities.
Prioritization of tasks and activities.
Customer-centric approach.
Strong cross-functional communication skills.
Qualifications:
Proven experience in handling ecommerce orders/logistics at a regional or larger PnL
level.
Successful track record of launching and expanding operations in new cities.
Fluency in English and Hindi preferred.
Demonstrated ability to build processes from scratch.
Thorough understanding of city economics and cost management.
Job tags
Salary
