Title - OMNI Channel Manager/Sr.Manager | Business - Tanishq

Marketing

Job Description:

Tanishq Jewellery is committed to delivering exquisite craftsmanship, timeless designs, and exceptional customer experiences. Our omni-channel strategy is key to our growth, allowing our customers to engage with us seamlessly across various touchpoints - online, in-store, and through social media platforms.

We are looking for a dynamic and results-oriented Omni Channel Manager to oversee and optimize our multi-channel sales and customer experience strategies. This role will involve collaboration across marketing, e-commerce, retail, and operations teams to ensure a cohesive, customer-centric approach across all channels.

Key Responsibilities:

1. Omni-Channel Strategy Development & Execution:

- Develop and implement a comprehensive omni-channel strategy for the brand, ensuring an integrated and consistent customer journey across all touchpoints (online, offline, social media, customer service) etc

- Drive the seamless integration of the brand's e-commerce platform with retail stores, improving both online and in-store customer experience

2. Lead Management & Contact Centre Operations:

- Oversee the lead management process, ensuring seamless capture, tracking, and nurturing of leads across all channels & campaigns.

- Collaborate with the contact centre team to enhance customer service efficiency, resolve inquiries, and convert leads into sales, while maintaining high levels of customer satisfaction & productivity.

3. Customer Experience Management:

- Ensure a seamless and consistent customer experience, driving engagement and loyalty both online and in-store.

- Collaborate with E-COM Product team, Merchandise, and customer service teams to create personalized experiences, including targeted promotions and curated product selections across channels.

4. Sales Optimization & Channel Growth:

- Develop and manage campaigns aimed at increasing traffic and

- Leads to enhance sales on both e-commerce and retail stores.

Sensitivity:

Internal

- Use analytics to monitor performance and identify opportunities to optimize sales across all touchpoints.

- Lead cross-functional teams to achieve monthly, quarterly, and annual sales goals, both online and offline.

5. Digital Marketing & Content Strategy:

- Work closely with the marketing team to create digital content, including social media, email marketing, and online ads, that aligns with the brand's image and drives omni-channel engagement.

- Coordinate with the e-commerce team to optimize product listings, SEO, and customer outreach strategies to increase online visibility and drive sales.

6. Data Analysis & Reporting:

- Analyse customer behaviours, trends, and performance data to continuously improve the omni-channel strategy.

- Provide regular reports to senior management on key performance indicators (KPIs) related to sales, customer engagement, and the effectiveness of omni-channel initiatives.

7. Team Leadership & Collaboration:

- Lead and collaborate with cross-functional teams (e-commerce, retail, CRM, marketing, and customer service) to ensure alignment on omni-channel goals.

- Train and mentor internal teams on best practices for creating an integrated omni-channel experience.

8. Technology & Platform Management:

- Oversee the management and integration of the various platforms (CRM, Endless-Aisle, GPT BOT systems, e-commerce platforms, etc.) ensuring seamless communication and operational efficiency across all channels.

- Stay updated on the latest e-commerce and retail technologies, trends, and best practices etc

Experience: 8+ years of experience in tele- sales, customer experience, complaint management, contact centre operations, leading Training & Quality function.

Skills:

- Strong understanding of contact centre operations, omni-channel retail strategies, dialler functionalities and digital technologies etc

- Proven experience in driving sales and customer engagement across online and offline channels

- Familiarity with e-commerce platforms, CRM tools, and data analytics tools