General Manager - Digital Customer Experience

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

• 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.
• 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.
• 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 new 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.
• 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.
• 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.
• 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.
• 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.