Description

Omni Channel Customer Experience

Educational Qualification:

MBA (Tier 1/2)

Roles & Responsibilities:

Role & Responsibility:

OLO Tech Experience – Customer App / Rider & Dispatcher App

• Enhance customer Order Journey and Drive Delivery Ops.
• Strengthen the end-to-end delivery experience, by resolving BOH delivery operational issues & optimizing BOH layout for delivery & dispatch.
• Drive customer experience on delivery channel through Speed, Accuracy and taste
• Use data analytics to derive meaningful insights that help drive superior operations contributing to the growth of Delivery business.
• Work with various cross-functional partners for effective collaboration and attainment of goals pertaining to delivery business.
• Drive Useful Insights from various data sources to help drive great Customer experience; create and share MIS & reports with relevant stakeholders.
• Use data analytics to derive meaningful insights that help drive superior operations contributing to the growth of Delivery business.
• Optimize and oversee operations to ensure efficiency and fix the gaps. Direct and coordinate all Restaurant’s audits and drive customer experience.

OLO Process & Performance – Aggregator/DASS & Layouts

• Define SLA’s and Reconciliation policies with aggregators and DAAS partners.
• Enhance stores capacity and capability to deliver world class delivery experience by enhancing store assets and layouts.
• To be a strong gate keeper for Home Service/ Delivery processes and new product launches and continue building the brand through aggregators and implement global aggregator guidelines to ensure that the brand protection is adhered to.
• Oversee activities directly related to Guest service and in creating a ‘WOW’ experience. Address customer issues and queries in accurate and timely manner.
• Work on leveraging the Reporting Tools for HS Stores– Head and Tail management/Customer Experience Summary to drive improvement from portfolio and Heightened awareness for field leaders.
• Collaborate with the cross-functional teams to grow delivery channels by x% YOY and drive profitability for delivery through effective negotiations with Aggregators and DAAS vendors.
Skills Required:
• Strong influencing & interpersonal skills and ability to meet deadlines.
• Team player – able to work in cross-functional teams to deliver results.
• High informing skills across multi-level stakeholders.
• Sound communication, planning, organizing and leading skills.
• Ability to priorities own work in line with business objectives.
• High energy/strong work ethic.