Role & responsibilities

Job Description

Unique Job Role

Lead Jockey-Off Role-Delhi

Function-OMNI Channel

Reporting to

Dual Reporting

RBM & Central OMNI

Business

Retail/Corp

Level

-

Role Upgrade

NA

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
- Good communication skills
- Basic knowledge of data analytics
- Good 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)
🏢 Titan Company
📍 New Delhi