AGM/AVP - CEM Delivery (Retail) - Kolkata/Pune
Location: Pune, Chakpachuria
• Experience: Senior Level
• Openings: 1
Job description
Job Title – AGM /AVP – CEM Delivery Retail
Work Location - Kolkata/Pune
Work Mode – Work From office
Candidate expectations & Responsibilities
17+ years of experience in Retail CX, BPO, or
Contact Centre operations
Senior Delivery Leader to lead large-scale
Retail Customer Experience (CX) and Contact Centre operations for leading U.S.
and global retail brands.
8+ years in senior leadership roles managing
large, multi-channel delivery programs.
Experience working with U.S.-based or global
retail clients in transformation-led engagements.
Lean, Six Sigma, or CX-related certifications
are a plus.
This role owns end-to-end operational delivery
across omni-channel customer journeys—including sales support, order
management, fulfilment, returns/refunds, loyalty, and post purchase care—while
driving CX transformation, financial performance, and executive client
relationships across complex, high-volume retail environments
Lead and scale 400–700+ FTE retail CX
operations across voice, chat, email, social, and digital channels.
Own end-to-end performance across CX metrics
(CSAT, NPS), SLAs, quality, productivity, revenue protection, and
cost-to-serve.
Serve as the Retail CX Subject Matter Expert,
with deep understanding of U.S. consumer journeys, peak/seasonal demand cycles,
and event-led sales volatility.
Establish standardized delivery governance,
operational rigor, and scalable operating models across retail service towers.
Act as a senior client partner interfacing
with VP/SVP-level stakeholders across Operations, Digital, CX, and
Transformation.
Lead CX transformation initiatives including
AI-led automation, conversational AI, analytics-driven insights, and
digital/self-service enablement.
Partner with Sales and Solutions teams on
RFPs, solution design, pricing, workforce strategies, and value articulation
for retail growth pursuits.
Own financial outcomes including P&L
levers, productivity improvement, margin expansion, and cost optimization.
Drive Workforce Management (WFM)
strategy—forecasting, capacity planning, shrinkage control, and peak management
(holidays, promotions).
Build strong leadership bench strength; foster
a high-performance, inclusive culture with focus on engagement, retention, and
succession.
Proven experience leading large-scale retail
CX/contact centre operations in the U.S. market.
Strong financial acumen with ownership of
operating budgets, P&L levers, and cost management.
Deep expertise in SLA governance, service
recovery, and enterprise-scale CX transformation.
Executive-level communication skills with a
data-driven, outcomes-oriented leadership approach.
Strong working knowledge of U.S. retail
operations: order lifecycle, payments, fulfilment, returns, refunds, and
loyalty programs.
Hands-on experience with omni-channel CX
platforms and CRMs (e.g., Salesforce, Zendesk, Microsoft Dynamics), WFM tools,
and QA platforms.
Exposure to AI, automation, conversational AI,
knowledge management, and CX analytics initiatives.
Flexible with shifts
Mandatory Key skill : Contact Centre
operations ,CX retail, inbound, outbound, call centre ops, digital
transformation, service delivery
Good to have : CX Operations, transformation, retail,
ops delivery, certification in lean six sigma , CX-related certifications