Digital Program Manager - Customer Experience

About Us : At Decathlon Sports India, our purpose is to Move people through the wonders of Sport.

We believe the way to achieve this is by transforming digitally and creating a WOW experience for our users through seamless omni journey both inside our stores and online through our website and shopping App. We are undergoing a strategic transition in our business model to capitalize on this changing behavior and grow our digital business by 3X in the coming 2 years.

TEAM BACKGROUND :

Key Responsibilities

• Lead strategic initiatives across Search, Personalization, and Customer Retention to improve engagement and conversion rates.
• Drive Customer Programs (Exchange, Serviceability, Delivery Speed) and optimize Quick Commerce operations for speed and efficiency.
• Partner with Product & Tech teams to enhance UI/UX, platform uptime, and customer success metrics.
• Manage Input Metrics — pricing accuracy, delivery speed, and product availability — ensuring competitive advantage.
• Optimize Customer Lifecycle Value (CLV) by improving the CAC-to-repeat ratio and driving loyalty initiatives.
• Expand Omni Channel feature adoption and geographical coverage, integrating digital and store ecosystems.
• Oversee Delivery Performance and Fulfillment Centre Efficiency with a focus on cost, speed, and reliability.
• Grow Daily and Monthly Active Users (DAU/MAU) through innovative retention and engagement strategies.
• Champion Automation and Data-led decision-making to simplify processes and scale operational excellence.
• Drive Stakeholder alignment and Change Management across cross-functional teams to ensure smooth implementation of digital transformation initiatives.

Key Success Metrics

• Growth in Conversions, GMV, and Margins
• Improved Delivery SLA adherence and Customer Experience scores (NPS, CSAT)
• Increase in Omni & Quick Commerce penetration
• Higher Repeat Rates, DAU/MAU, and CLV-to-CAC ratio
• Execution of automation-led process efficiencies

Job Description :

We are seeking a dynamic Digital Program Manager to drive our digital transformation initiatives with customer obsession. The role will focus on enhancing customer-side experiences through search optimization, personalization, and various customer programs like exchange and delivery speed & all others that are relevant for the customers of tomorrow. The manager will ensure seamless UI/UX, leverage analytics for data-driven decisions, and collaborate with stakeholders across technology, product, and supply chain. The Program Manager has to collaborate across various teams and functions and set charters and processes and ensure the program is activated within deadlines with the right metrics and is running efficiently. A successful candidate will have a strong background in digital program management, stakeholder management, exceptional leadership skills, and a proven track record in enhancing customer satisfaction and operational efficiency.

Qualifications :

• Master's degree
• Demonstrated expertise in program management, preferably within the D2C or ecommerce sector for 3 - 7 years
• Proficient analytical skills, with a strong ability in data analysis and market research
• Knowledge in programming languages like Python & SQL
• Outstanding communication with an ability to create visualization and present to the leadership teams.

Office Location : Decathlon Anubhava, Bengaluru

Way of Working : 1 Day WFH in a week as per requirement