Role Overview: Actively engage with different Brands and try to align them with our service excellence index, KPIs, delivery standards, policies etc. and ensure a seamless and enduring relationship with them. Come up with a coordinated operating model to give a wow customer experience.

Key Responsibilities
• Monitor brand performance and maintain quality of interaction with the brands.
• Monitor SEI and focus on strategically driving brand service governance
• Understand users and their interaction with brand across platforms and leverage these interactions in driving business and enhance customer experience
• Regularly interact with the brand on the current performance and overall improvements for DI, FS, EW & NPS
• Rollout of service matrix,



DOA policy & svc details on every current brand launch
• Update of service matrix for the existing brands every quarter
• Assist SO Brand SPOC for all service-related issues & seasonal planning.
• Plan calendarize meetings with the brands before/after season
• Align API discussion with brands & IRL IT team Desired Qualification &

Experience:
• Post-Graduation will be preferred
• Experience in CDIT industry is required.
• 10+ years of experience in the Service Industry preferably from Consumer Durables/ E-commerce/ Retail

📌 Senior Manager (Mumbai)
🏢 Croma
📍 Mumbai