Job Details The role is responsible for driving OMNI channel Sales and customer experience through joint closure of online leads. Optimum utilization of the leads through solid governance and data driven approach to elevate the performance levels. Collaborate and work closely with retail (Lead Champs) and central team to ensure highest performance standards.
Lead Jockey will continue to work from RO or Store and will be responsible to handle leads for his/her own store. Daily cadence with Lead Champs, performance metric discussions, support lead champs with data & lead prioritization analytics, review with
ABM/RBM and central team and Store visits Lead Champ/RSO training , performance review and support etc.
Key KRA
Job Requirements
Daily cadence with Leads Champs/Stores
Action every lead within 2 hours
0% Lapsed leads for the region
30% MTD conversion (Monthly targets will be given)
Support Lead Champs with data & lead prioritization analytics
WIP leads needs to be reviewed and final closure within 30 days
Store visits – Lead Champ/RSO training , performance review and support etc
Action leads of own stores
Blended experience of Retail & E-commerce
Proficient in basic MS-Excel – V-Look up, SUM, Pivot and Filter formula’ s
Detailed understanding of the jewellery category
Positive communication skills
Basic knowledge of data analytics
Positive influencing skills / Sales techniques
Omni: Root Cause Analysis and Business Process Improvement
Internal Interfaces
Analyse trends and themes related to online leads and share feedback accordingly
identify any parts of the Joint Closure that aren’t working properly. Ensure broken lead journeys are fixed with the help of relevant business stakeholders (retail, marketing, customer service and customer experience teams)
Provide suggestions to refine store operations and Lead Management in stores
Improve resolution process continuously to reduce SLA and increase conversion
Retail & Central OMNI Team
Customer Service Team
Customer Experience Team
IT Team
Business Stakeholders
📌 Lead Generation Executive Omni Channel Off Role Delhi Retail Store (India)
🏢 Titan Company
📍 India
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