Solution Leader Retail Contact Center

latinum hr solutions

18-20 Years

Mumbai, India

Posted 8 hours ago

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Job Description

Position: Solution Leader - Retail Contact Center

Location: PAN India (Mumbai Preferred)

Experience: 18+ Years

Function: Retail | Contact Center | Presales | Solutioning

About Latinum:

Latinum is hiring for a leading organization for a senior Solution Leader – Retail Contact Center.

The role will serve as a Retail subject matter expert and lead solution design, presales, deal shaping, and RFP/RFQ pursuits across Retail Customer Service, eCommerce, Store Support, Fulfillment, and Omni-channel operations.

The ideal candidate should combine strong Retail Contact Center expertise, customer experience knowledge, commercial understanding, and solutioning capability, with the ability to engage senior stakeholders and translate business requirements into scalable solutions.

Key Responsibilities

Lead solution strategy, architecture, and deal approach for proactive and reactive Retail opportunities.
Partner with Sales and Account teams on opportunity qualification, scope definition, value proposition, and win strategy.
Design solutions across Retail journeys including orders, returns, refunds, delivery, loyalty, product availability, complaints, and store support.
Develop proposals, presentations, operating models, staffing/effort models, commercial inputs, and transformation roadmaps.
Lead RFP/RFQ responses, discovery workshops, due diligence, and client presentations.
Identify opportunities for automation, self-service, digital channels, AI-enabled CX, and operational transformation.
Develop business cases covering productivity, cost-to-serve, automation benefits, pricing assumptions, and ROI.
Ensure consideration of data privacy, GDPR, PCI-DSS, payments, refunds, and customer communication controls.
Stay updated on Retail CX trends, technology, competitor capabilities, and emerging AI solutions.

Required Qualifications

Bachelor's/Master's degree in Business, Operations, Technology, or related discipline.
18+ years of experience across Retail, eCommerce, BPO, Customer Operations, or Consulting.
10+ years of Contact Center / Customer Experience Operations experience.
Strong Retail and Omni-channel Customer Service experience across digital, store, fulfillment, loyalty, and post-purchase journeys.
Proven experience in Presales, Solutioning, RFP/RFQ, Deal Shaping, Operating Model Design, Client Presentations, and Business Case Development.
Strong commercial, analytical, and stakeholder management skills.
Experience with CRM, CCaaS, WFM, digital channels, automation, and AI-enabled CX is preferred.
Certifications/exposure in Retail, CX, Lean Six Sigma, Digital Transformation, or AI/Automation will be an advantage.