Solution Architect (Retail) – Senior Manager/AGM - Mumbai

Location: Mumbai • Experience: Senior Level • Openings: 1

Job description

Job Title: Solution Architect (Retail) – Senior Manager/AGM
Job Location: Mumbai

Work Model: Work from Office
Candidate Industry : (BPO / KPO / GBS / GCC / GSS / Captive Shared Services)
Candidate Location: Anywhere in India
Education Qualification: Bachelor’s or master’s degree in business administration, operations, technology or a related discipline.

Detailed Job Description
Candidate Specification:

18+ years of experience in retail, eCommerce, BPO, customer operations or consulting, including at least 10 years in contact center or customer experience operations.

Strong exposure to retail customer service across digital, store, fulfilment, loyalty and post-purchase journeys; omni-channel retail experience is essential.

Hands-on experience in solutioning, presales, proposals, client presentations, deal shaping, operating model design and business case development.

Preferred certifications or formal learning in retail, CX, contact center operations, CRM, service design, Lean Six Sigma, digital transformation or AI-led automation.

Responsibilities:

Lead solution design, strategy and deal approach for proactive and reactive retail opportunities across customer service, eCommerce, store support and omni-channel operations.

Work with Account teams to qualify opportunities, design the win strategy, define scope and create a client-specific value proposition.

Understand retail customer journeys such as order status, click and collect, returns, refunds, product availability, loyalty, complaints, delivery issues and store queries, and convert these into service designs.

Bring working knowledge of CRM, agent desktop, knowledge management, chatbot, live chat, email management, social care and workforce management platforms used in retail operations.

Create proposals, presentations, solutions, effort models and commercial inputs that explain the operating model, process approach, staffing details, service levels and transformation roadmap.

Lead and review RFP/RFQ responses, support internal solution approvals, leadership reviews and confidently propose the solution in client discussions.

Assess as-is processes, identify opportunities and recommend improvements across channel mix, automation, self-service, quality, training, knowledge and customer experience.

Evaluate compliance and risk considerations across GDPR, PCI-DSS, data privacy, payments, refund handling, vulnerable customers and customer communication controls.

Develop financial models covering productivity, cost-to-serve, automation benefits, transformation investments, pricing assumptions and expected return on investment.

Keep track of competitor capabilities, market trends, retail service innovations and potential partnerships that can strengthen the pursuit or proposition.

Support due diligence, discovery workshops and client site visits when required, including structured information gathering and validation of operational assumptions.

Conceptualize AI-enabled customer service solutions for retail use cases such as order support, returns guidance, stock availability, refund status, virtual shopping assistance and proactive notifications.

Promote responsible use of AI and digital tools in retail operations, with clear attention to transparency, privacy, safety, governance and customer trust.

KEY SKILLS: Retail/eCommerce CX presales & solutioning (18+ yrs, 10+ yrs contact center); Omni-channel retail journeys (order, returns, loyalty); CRM/agent desktop/knowledge management platforms; RFP/RFQ & business case development