PUNE · FULLTIME
AGM / AVP - CEM Delivery (Retail)
Golden Opportunities India
Pune · onsite · Posted 4d ago
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Undisclosed17–21 yrsfulltimePune
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Section · 01
About this role
- Work Mode Work From office
- Candidate expectations & Responsibilities
- 17+ years of experience in Retail CX, BPO, or Contact Centre operationsSenior 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
- andatory 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
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Section · 02
Skills
Customer ServiceCSATAnalytics Pipeline DevelopmentCX Service deliveryretailservice deliverycontact centersubject matter expertzendeskSLANPSSales SupportDigital TransformationSalesbpoArtificial IntelligenceForecastingRetail OperationsContact Center Operations
Section · Company
About Golden Opportunities India
Golden Opportunities India
Recruitment
139
employees
1999
27 years old
Chennai, Tamil Nadu
India
₹3.4L PA avg
Avg at Golden Opportunities India
About
Golden Opportunities is a leading recruitment firm connecting candidates with suitable job opportunities for various businesses domestically and internationally.
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