General Manager - Digital Customer Experience

Position Purpose and Summary

.Develop a comprehensivedigitalroadmap aligned with Indriya's brand vision and growth objectives.

.Identify emerging trends and technologies to keep the brand ahead in thedigitalspace.

.Define and implementdigital-first processes across marketing, sales, andcustomer engagement.

.Ensure scalability and adaptability ofdigitalplatforms to meet future business needs.

.Map end-to-endcustomerjourneys to identify pain points and opportunities for improvement.

.Design personalizedexperiences across all touchpoints, including web, mobile, and in-store.

.Implement feedback loops to capturecustomerinsights and integrate them into CX strategies.

.Oversee the development and maintenance ofdigitalplatforms (website, app, e-commerce).

.Ensure platforms are optimized for speed, security, and userexperience.

.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 immersiveexperiences.

.Establish and to trackcustomerbehavior and campaign performance.

.Work closely with marketing, product, and operations teams to aligndigitaland CX goals.

.Facilitate regular communication and updates to ensure transparency and synergy.

.Support sales teams withdigitaltools and resources for enhancedcustomerengagement.

.Drive joint initiatives that integratedigitalinnovation with operational excellence.

.Recruit, train, and mentor a high-performingdigitaland 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.

.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.

.Ensure adherence to data privacy laws and industry regulations.

.Implement data security measures to protectcustomerand business data.

.Conduct regular compliance audits and risk assessments.