A Manager role for a consulting team advising global retailers on customer service transformation. You will shape AI-native service operating models across the shopper, store, supplier and fulfilment ecosystem. Hybrid work in Bengaluru, Gurugram or Mumbai. Experience of 10 to 14 years is required.
The role
This is a Manager role in a consulting team that works with leading global retailers. You will advise senior executives on customer service strategy and help turn reactive service into an intelligence-led capability. The work covers the shopper, store, supplier and fulfilment ecosystem, and you will shape AI-native service operating models and transformation roadmaps.
Your day will involve mapping end-to-end journeys for shoppers, store associates, pickers, contact-centre teams and suppliers. You will design service recovery for stock-outs, failed deliveries and refunds. You will also design target operating models that combine store teams, contact-centre teams and AI-enabled capabilities, with clear governance. You will work on CRM and contact-centre platforms, knowledge management tools, and conversational and agentic AI strategies.
We are looking for someone with 10 to 14 years of experience in retail, customer service or enterprise service transformation. You should understand the end-to-end retail value chain and service demand management. You should be able to lead multi-workstream transformation programmes, track business case value, and manage stakeholders at senior levels. Experience with CCaaS and CRM platforms such as Genesys, NICE, Salesforce Service Cloud, Five9 or Amazon Connect will help. An MBA or postgraduate qualification in Retail, Business, Strategy or Sales and Marketing is preferred.
The role is full-time and hybrid. The city options are Bengaluru, Gurugram or Mumbai. The notice period should be up to 60 days.
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