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Job Description: Job Purpose Build ABFRL’s customer service and customer engagement technology capabilities. Create and deliver on a comprehensive roadmap across D365 solutions in-store, call center, feedback closure teams and chatbot capabilities

Job Description: Job Purpose Build ABFRL’s customer service and customer engagement technology capabilities. Create and deliver on a comprehensive roadmap across D365 solutions in-store, call center, feedback closure teams and chatbot capabilities. Build a fully integrated chatbot solution across commerce, customer care and engagement Job Context Aditya Birla Fashion and Retail Ltd. (ABFRL) emerged after the consolidation of the branded apparel businesses of Aditya Birla Group comprising ABNL’S Madura Fashion division and ABNL’s subsidiaries Pantaloons Fashion and Retail (PFRL) and Madura Fashion & Lifestyle (MFL) in May 2015. Post the consolidation, PFRL was renamed Aditya Birla Fashion and Retail Ltd “This consolidation will create India’s largest pure play Fashion and Lifestyle Company with a strong bouquet of leading fashion brands and retail formats. This move brings India’s #1 branded menswear and womenswear players together.” – Kumar Mangalam Birla, Chairman, Aditya Birla Group. ABFRL has been founded in the belief that the first sign of success of a modern nation lies in the ability of its citizens to celebrate. India’s young working population and robust economic performance has led to rising incomes which, combined with increasing global exposure, are empowering many latent wants to morph into demands. With retail expanding independently through brick and mortar as well as e-commerce, the Indian fashion consumer now deserves futuristic and comprehensive omni-channel options. The time for ABFRL to arrive was ripe. ABFRL aims to catalyse the business of fashion through superior infrastructure and experiences, towards a new future. ABFRL is on a path of digitization where all the processes, systems have to be automated and customer service needs to be enabled with the right technology. The role of digital has high impact on business profitability as it allows processes to become faster and seamless. It holds a lot of promise for the individual from the learning standpoint as the digital initiatives span multiple domains including Operations, Planning, Marketing etc. It empowers individual to drive all the digitization agendas around the processes by working closely with brand heads and CXOs, thus giving them a flavour of how brands operate in retail space. The role holder will be exposed to latest cutting edge technology tools and systems in order to carry the digitization agenda for ABFRL. He/she needs to have a strong aptitude, ability to front end discussions with top management and give clear guiding instructions to technical team on the business requirements and carrying out execution at a fast pace. They will work closely with Analysts, Data scientists and Business users and drive projects that adds value to business through Data and Analytics. The role will have critical responsibility of managing Chatbot Product Owner: Lead all chatbot implementations for the various MFL brands liasoning with the brands, identifying requirements, working on solutions with the chatbot partners, implementing the solutions and taking chatbots live. This is followed by understanding the areas for improvement and implementing the same D365 Product Owner: ABFRL is implementing Microsoft D365 as part of the Digital Transformation. The role will includes modules related to Customer Service & Call center, Mission Happiness Feedback module and other D365 implementation modules Principal Accountabilities Accountability Supporting Actions Developing and executing digital transformation project plans , goals and budget The supporting actions for each of these key result areas Identifying resource needs , resource allocation for forecasted project work Working alongside other program managers, Analytics head in realising the execution of projects Communicating and collaborating with both technical and business teams Proactively monitoring the analytics projects for significant plans and risk deviations and develop contingency/ escalation plans Facilitating vendor on-boarding and using appropriate tools , techniques to realise plans Contract management and execution Vendor on-boarding, PO, Budgeting and Cost management Facilitating Vendor selection, participating in annual budgeting Qualifications: MBA Minimum Experience Level: 6-8 Years Report to: Assistant Vice President

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  • Total Jobs 41 Jobs
  • Location INDIA

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