About the Company
Anand Rathi Shares and Stock Brokers Limited is a leading financial services company with 30 years of proven market excellence. The company offers a wide range of products and services under brokerage and distribution of equities, commodities, currencies and mutual funds. Anand Rathi has a strong presence in India and abroad and serves a diverse client base. We are now expanding our online business aimed at Millennials and GenZ customer segments via a digital first offering. We are committed to advancing the financial well-being of our customers through transparent and responsible product offerings.
About the Role
We are seeking a dynamic and results driven individual to join our team as an Sr. Manager - Digital Experience. As an Sr. Manager / AVP - Digital Experience, you will be responsible for managing and optimizing the digital interactions between Anand Rathi and our customers, ensuring they have superlative experience while interacting with our products, services and brand. You will be focusing on enhancing customer satisfaction, loyalty, advocacy and engagement across various digital channels.
Responsibilities
Customer Journey Mapping:
- Analyzing Customer Touchpoints: Identify and analyze all digital touchpoints customers have with Anand Rathi, including websites, mobile apps, social media, email, and online chat.
- Mapping Customer Journeys: Create detailed maps of the customer journey, understanding various stages, interactions, pain points, and opportunities for continuous improvement.
User Experience (UX) and User Interaction (UI) Design:
- Website and App UX/UI: Collaborate with UX/UI designers and developers to ensure websites and mobile apps are intuitive, and user-friendly. Optimize overall user experience by creating visually appealing and easy-to-navigate digital interfaces.
- Mobile Optimization: Ensure the website is responsive and functions well on various devices, especially smartphones and tablets.
- Omnichannel Experience: Ensure consistent brand experience across all digital channels, including websites, mobile apps, social media, email, WhatsApp and SMS. Build a seamless experience for customers as they transition between different channels.
Customer Insights via Feedback and Data Analysis:
- Insights: Gathering and analyzing customer feedback, behavior, and preferences to gain insights into their needs and expectations. This involves conducting surveys, reviews, and other channels to understand customer sentiment and identify areas for improvement.
- Data Analysis: Analyze customer data and behavior using analytics tools to gain insights into customer preferences and trends. Use data-driven insights to optimize digital experiences.
Digital Customer Service and Advocacy:
- Online Support: Ensure efficient online customer support through various channels, such as chat, email, and social media.
- Customer Advocacy: Foster a culture of customer-centricity within the organization.
- Issue Resolution: Address customer issues and complaints promptly, ensuring a positive resolution and customer satisfaction.
Collaboration and Communication:
- Stakeholder Collaboration: Collaborate with marketing, design, product, development, and other departments to align digital initiatives with overall business goals.
- Reporting: Prepare regular reports on digital performance metrics and present findings and recommendations to stakeholders.
Monitoring and Reporting:
- Performance Monitoring: Use analytics and monitoring tools to track customer engagement metrics, website traffic, and customer satisfaction scores.
- Reporting: Define KPIs to measure the effectiveness of customer experience initiatives. Monitor these metrics and provide insights into customer satisfaction, retention rates, and the impact on business outcomes.
Innovation and Continuous Improvement:
- Trends Analysis: Stay updated with the latest digital trends, technologies, and user behaviors. Implement innovative solutions to enhance the digital experience continually.
- A/B Testing: Conduct A/B tests to compare different versions of digital content and features, optimizing for better user engagement and conversion rates.
- Process Improvement: Collaborating with cross-functional teams to streamline and improve internal processes and workflows that impact customer experience.
Qualifications
- Bachelor's degree in Business, Computer Science, Design or a related field. MBA is a plus.
- 3+ years of experience as an APM, with a focus on mobile app development.
- Exposure to mobile technologies and methods. Strong knowledge and understanding of web concepts, technology, and tools.
- Strong understanding of UX/UI design principles and best practices.
- A strong sense of customer experience, aesthetic and technical quality.
- Strong understanding of digital marketing, content management, and customer engagement strategies.
- Demonstrated ability to analyze complex data sets and make data-driven decisions.
- Familiarity with financial products/services and market trends in the Indian financial sector.
Required Skills
- The candidate should have exceptional analytical and problem-solving abilities and the ability to interpret data to drive actionable insights.
- Exceptional communication and interpersonal skills, with the ability to collaborate and obtain results effectively working with cross-functional teams.
- Organized, high energy, and results driven, superior problem-solving skills.
- Self-motivated. You work best with a high level of autonomy and responsibility.
- Manage uncertainty and ambiguity well. You can make decisive calls without enough information.
- Care about the product. You want to build products that help make people more successful. You have insight into why some products succeed and others don't.
- Self-motivated, results-oriented, and able to thrive in a fast-paced, dynamic environment.
- High attention to detail and proven ability to manage multiple, competing priorities simultaneously with minimal supervision.
- Should be a self-starter and proactive target oriented. Fast Speed of Execution.
Preferred Skills
- Candidates from Broking and Relevant Industry are a Mandate.
