Manager – Mission Happiness Full Time NEW

Drive culture of customer Centricity in MFL

Job Context & Major Challenges

Madura Fashion & Lifestyle, a division of Aditya Birla Fashion and Retail Ltd, is one of India’s fastest growing branded apparel companies and a premium lifestyle player in the retail sector including product lines that range from affordable and mass-market to luxurious, high-end style and cater to every age group, from children and youth to men and women. Madura Fashion & Lifestyle is defined by its brands – Louis Philippe, Van Heusen, Allen Solly, Peter England and People – that personify style, attitude, luxury and comfort. The Units products are sold through a network of 1000 exclusive stores and around 850+ multi brand outlets.

Mission Happiness is a customer centricity program run by Aditya Birla Group. It follows an NPS methodology of taking feedback from customers across touchpoints ( In-store & 30 days post purchase). Following this there is a Call center set up which gauges Qualitative feedback. This is tied together to present to brands unified analytics about what customers need and where improvements should be made for increased customer centricity

Challenges

• Co ordinating brand for unified Huddle across teams to share Consumer Analytics
• Delay in technology developments for faster launches
• Limitation in number of questions which can be asked to customers

Key Result Areas

KRA (Accountabilities) (Max 1325 Characters)Supporting Actions (Max 1325 Characters)

KRA1 Responsible to roll out Mission Happiness to all customer touch-points (new formats, brands and new stores). Responsible for end to end execution for roll-out. 1.Co-ordination with Brand teams on finalizing questionnaire

• Work with tech team to close all tech requirements to launch program
• Arrange trainings for Retail teams on Mission Happiness program and hence drive response collection
• Ensure minimum response collection across stores
• Arrange briefings for HO to drive culture of customer centricity

KRA2 Drive a culture of customer centricity in LP & VH and all brands for Retail 1.Hold regular huddles with Brand teams

• Drive insight to action amongst teams on showcased analysis
• Support in Ad hoc analytics for teams

KRA3 Responsible for governance of mission happiness program and streamlining of program 1.Ensure minimum response collections across stores activated with Mission Happiness

• Ensure regular Huddle conduction across stores
• Manage Telecoaching Process at call center to ensure stores are hand held on the Mission Happiness program

KRA4 Responsible for driving Rewards and Recognition program across Retail Front end teams 1.Recognize CCA who have shown Customer centricity at stores

• Communicate the same to Brand retail teams for amplified recognition
• Organize Quarterly rewards for best CCA’s on customer service