A Senior Manager role in Retail Service Reinvention for a consulting firm's client. You will shape customer service strategy and AI-native, agentic service operating models across the retail value chain. Hybrid work in Bengaluru, Gurugram or Mumbai. Requires 15 to 18 years of experience.
The role
This is a Senior Manager role in Retail Service Reinvention. You will work with a consulting firm on projects that help retail clients rethink customer service and service operations across the retail value chain. The focus is on customer service strategy, transformation and the design of AI-native and agentic service operating models.
Your day will involve assessing how the retail value chain drives service demand, volumes, customer needs and operational exceptions. You will lead workshops with senior client stakeholders, understand their business challenges and turn service pain points into structured transformation initiatives. You will also identify where automation and AI can improve service effectiveness and scale, and build roadmaps and business cases for them. You will guide teams through complex engagements.
We are looking for someone with 15 to 18 years of relevant experience, combining deep retail industry knowledge with consulting-led customer service strategy and transformation. You should understand the end-to-end retail value chain and how it shapes service demand. Experience with customer experience and service operating model design, and with senior stakeholder management, is important. Working knowledge of AI copilots and autonomous agents in service operations is valued. A Bachelor's degree is required. An MBA or postgraduate qualification is preferred.
The role is full-time and hybrid, based in Bengaluru, Gurugram or Mumbai. Notice period of up to 60 days is preferred.
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