Designation:

Location: India Maharashtra Novel Jewels - OIC

Organization: Jewellery

Job Description:

Position Purpose and Summary

To lead Indriya’s digital transformation and customer experience strategy, ensuring seamless

integration of technology, design, and engagement across all touchpoints. This role is pivotal in building

a strong digital foundation that aligns with the brand’s vision and drives growth through innovation and

Customer-centricity.

Essential Duties and Responsibilities:

1. Digital Strategy & Transformation

- Develop a comprehensive digital roadmap aligned with Indriya’s brand vision and growth objectives.

- Identify emerging trends and technologies to keep the brand ahead in the digital space.

- Define and implement digital-first processes across marketing, sales, and customer engagement.

- Ensure scalability and adaptability of digital platforms to meet future business needs.

2. Customer Experience Management

- Map end-to-end customer journeys to identify pain points and opportunities for improvement.

- Design personalized experiences across all touchpoints, including web, mobile, and in-store.

- Implement feedback loops to capture customer insights and integrate them into CX strategies.

3. Platform & Technology Oversight

- Oversee the development and maintenance of digital platforms (website, app, e-commerce).

- Ensure platforms are optimized for speed, security, and user experience.

- Collaborate with partners and vendors to integrate current tools and technologies seamlessly.





- Conduct regular audits to maintain compliance and performance standards.

- Drive innovation through AI ,VTO and other advanced technologies for immersive experiences.

- Establish and to track customer behavior and campaign performance.

4. Cross-Functional Collaboration

- Work closely with marketing, product, and operations teams to align digital and CX goals.

- Facilitate regular communication and updates to ensure transparency and synergy.

- Support sales teams with digital tools and resources for enhanced customer engagement.

- Drive joint initiatives that integrate digital innovation with operational excellence.

5. Team Leadership & Development

- Recruit, train, and mentor a high-performing digital and CX team.

- Foster a culture of continuous learning and innovation.

- Provide regular feedback and career development opportunities.

- Encourage collaboration and knowledge sharing within the team.

6. Vendor & Partner Management

- Identify and onboard technology partners, agencies, and service providers.

- Negotiate contracts to ensure cost-effectiveness and quality delivery.

- Manage relationships to ensure timely execution of projects.

- Evaluate vendor performance and make recommendations for improvement.

7. Compliance & Security

- Ensure adherence to data privacy laws and industry regulations.

- Implement data security measures to protect customer and business data.

- Conduct regular compliance audits and risk assessments.

📌 General Manager - Digital Customer Experience (Maharashtra)
🏢 Aditya Birla Group
📍 Maharashtra