About The Company
Who are we
Myntra is India's leading fashion and lifestyle platform, where technology meets creativity. As pioneers in fashion e-commerce, we've always believed in disrupting the ordinary.
We thrive on a shared passion for fashion, a drive to innovate to lead, and an environment that empowers each one of us to pave our own way. We're bold in our thinking, agile in our execution, and collaborative in spirit.
Here, we create MAGIC by inspiring vibrant and joyous self-expression and expanding fashion possibilities for India, while staying true to what we believe in.
We believe in taking bold bets and changing the fashion landscape of India. We are a company that is constantly evolving into newer and better forms and we look for people who are ready to evolve with us.
From our humble beginnings as a customization company in 2007 to being technology and fashion pioneers today, Myntra is going places and we want you to take part in this journey with us.
Working at Myntra is challenging but fun - we are a young and dynamic team, firm believers in meritocracy, believe in equal opportunity, encourage intellectual curiosity and empower our teams with the right tools, space, and opportunities.
Job Description: Deputy Director – Returns & RTO Reduction (Customer Experience (CE) Projects)
About The Customer Experience (CE) Team
The Customer Experience team represents the voice of Myntra's customers. With an enterprise-wide vision, the team collaborates across all functions (Supply Chain, Category, Technology, Contact Center, Marketing & Revenue, Operations, Cataloging, etc.) to ensure sustained performance across every leg of the customer journey. The CE team is entrusted with program management and complex problem-solving to drive Myntra's premium service positioning and build capabilities that enhance customer experience.
Our mission is to deliver a seamless shopping experience by proactively identifying friction points, reducing inefficiencies, and implementing scalable solutions. In particular, reducing Returns and RTO is a critical lever to improve customer satisfaction, operational efficiency, and profitability.
Role Summary
This role involves leading strategic initiatives to reduce customer returns and RTO (Return to Origin) across the Myntra platform. The candidate will analyze root causes, design interventions, and program manage cross-functional projects to minimize order journey inefficiencies. The position requires strong stakeholder management, data-driven decision-making, and innovative problem-solving to deliver measurable improvements in customer experience and operational KPIs.
Key Focus Areas
Returns Reduction
- Identify drivers of high return rates (e.g., catalog inaccuracies, product quality, sizing issues).
- Partner with category, cataloging, and supply chain teams to implement corrective measures.
- Design customer education and communication strategies to set accurate expectations.
RTO Reduction
- Analyze COD-related RTO trends and implement preventive measures (e.g., customer verification, payment nudges).
- Collaborate with logistics partners to improve delivery success rates and doorstep experience.
- Monitor and mitigate fraudulent or repeat RTO behavior.
Cross-functional Program Management
- Drive alignment across category, supply chain, technology, and customer support teams.
- Govern execution of RTO/returns reduction projects with clear timelines and measurable outcomes.
- Report progress to leadership with actionable insights and recommendations.
Expected Outcomes
- Significant reduction in Returns and RTO rates across categories and customer segments.
- Improved customer satisfaction scores and reduced % Orders with pain.
- Scalable, data-backed solutions implemented to address systemic issues.
- Enhanced operational efficiency and cost savings through reduced reverse logistics.
- Strong collaboration and alignment across stakeholders with clear communication of objectives.
Competencies & Skills
- Strong analytical skills with expertise in data analysis, reporting, visualization, trend forecasting, and root cause identification to drive actionable insights.
- Proficiency in frameworks such as Lean, Six Sigma, Agile, and Design Thinking for defect reduction, efficiency improvement, and workflow optimization.
- Ability to design and implement customer-centric workflows, supported by customer journey mapping, voice of customer analysis, and survey design.
- Skilled in project management, process design, process improvement, implementation planning, and strategic roadmap development to deliver scalable solutions.
- Strong business and financial acumen with capabilities in ROI analysis, impact assessment, financial analysis, and business case development.
- Expertise in change management, risk management, and tools management to ensure smooth execution of cross-functional initiatives.
- Ability to simplify complex data insights for senior leadership decision-making and align program outcomes with business goals.
- Strategic thinker with a focus on long-term impact, scalability, and innovation in customer experience.
- Excellent stakeholder management, collaboration, and cross-functional leadership skills to drive alignment and execution across diverse teams.
- Critical thinking and problem-solving abilities to identify friction points, design interventions, and deliver measurable improvements in customer satisfaction and operational efficiency.
- Expertise in designing and streamlining workflows, including system integration and automation.
- Capability to simplify complex data insights for senior-level decision-making and align program outcomes with business goals.
Experience
- MBA or equivalent degree, preferably with a focus on operations, analytics, or strategy.
- Minimum of 2+ years in project or program management roles, ideally within e-commerce or similar industries.
- Proven track record in process optimization, program management and customer experience strategy development.
- Hands-on experience in managing and driving cross-functional collaboration.
- Preferred background in e-commerce design, program & project management.
Required Skills
project management, program management, customer experience, data analysis, data visualization, trend forecasting, customer analysis, process design
Required Education
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