Associate Program Manager - Customer Experience

Meesho

Education
Qualifications
Benefits
Special Commitments

About the Team

Meesho Grocery aims to revolutionize the way India shops for Grocery and towards that aim, we want to enable the lowest cost distribution for all daily needs. Grocery has the biggest share of the overall retail spend in India and is projected to be a $800B market in 2024, of which the majority contribution comes from non-metro cities. The grocery market in Metro and Tier 1 has many players trying to solve the

supply chain but the higher cost of supply chain restricts these players from disrupting the lower tier cities.

At Meesho Grocery, we are building the most cost-effective distribution channel to disrupt the grocery market. This is exciting as 100Mn+ users transact with Meesho on a regular basis and are looking for more value alternatives on their grocery

spends, which amounts to half of their total spends in a month! Meesho Grocery is an early stage, mini start-up within Meesho with a completely different supply chain and modus operandi. We are a bunch of high energy enthusiasts working towards creating something cool and something big. You will be having an end-to-end view of the entire user experience and retention, “zero-to-one” projects and challenging problem statements.

We focus on personal growth and fun at work just as much as we do on working hard. That is why we have regular 1-1s virtual meetings, fun-filled monthly all-team catch-ups, and prompt rewards and recognitions.

About the Role

This role is an amalgamation of strategy, program management and process excellence. The role will drive problem discovery of next big bets to improve customer retention through industry benchmarking, trends study & data analytics, field visits and customer interactions.

The incumbent of this role is also expected to solve the 10X problems and create a goal post for achievement across the teams. Apart from strategic projects, the incumbent will also critically evaluate the current processes and recommend long term solutions on process redesign

What will you do

  • As an APM, Customer Retention, you will be responsible for driving programs related to instrumentation and visibility of the L0, L1, L2 and L3 views of key retention metrics
  • You will design and analyze user journey from pre order phase (pricing, variety) to post order phase (delivery, quality, support, etc.) to identify 10X levers of retention improvement 
  • You will drive programs to deep dive various levers, and work closely with cross functional teams to design retention roadmap
  • Lead problem discovery and solutioning with Growth, Supply Chain, Category to drive improvement in metrics
  • You will work on process excellence workstreams to design long term processes of retention and experience 
  • You will be one of the few Assistant Managers to own strategic pieces that decide the roadmap for Meesho grocery plans over the next 5 years
  • You will get complete autonomy in terms of the granularity that you would want to create in the metrics and levers

What will you need

  • Strong problem discovery skills to break down 10x opportunities as well as hygiene areas of improvement in pricing and quality of product
  • Contextual understanding of e-commerce business
  • Analytical skills and high detail orientation
  • Demonstrated ability to drive large scale, complex projects
  • High ownership to plan and deliver on goals: thinking like an entrepreneur and managing all your dependencies
  • Ability to motivate and lead stakeholders to achieve goals
  • Candor and strong communication to align stakeholders on the long-termvision
  • At least 2-3 years of experience: entrepreneurial /business management /management consulting experience is preferred
  • Demonstrated fast track career growth(e.g. recognitions)

YOUR TOTAL REWARDS AT MEESHO

At MEESHO, we are focused on creating a high impact and high performance working culture where we value the contribution of each individual. We are a highly People Centric organisation and Employee Experience (eNPS) is a key focus area for us. We enable the growth of our internal talent by providing a range of experiences and opportunities that help you to achieve your career and personal goals and enable you to live a healthy and balanced life, with our intense focus on employee wellbeing. Your Total Rewards go much beyond your pay and here is what it entails:

People Centric Work Culture where we Hire & Grow Exceptional Talent Our 11 guiding principles or "Mantras" are inherent to our ways of working at Meesho. At Meesho, recognition, evaluation, growth or talent discussion of any kind is linked to the Mantras (each of them). Some of the day to day activities (rituals) that reflect some of our Mantras are Team Reflections, Kudos, Listen or DieOur culture enables people to thrive and excel through extensive focus on career development initiatives like Individual Development plans, Mentorship & coaching, Internal Mobility Program (IJP), Talent Reviews, Continuous Performance Management and feedback, Regular manager conversations, Learning & Development reimbursements & access to learning portals.

Market leading Compensation: We offer both cash and equity based compensation depending on various factors including your level of experience, knowledge and skills and the role being offered to you.

MeeCare: Employee Benefits at Meesho In addition to a competitive base pay, we provide all Meeshoites with a comprehensive set of people centric Employee Benefits, under Meesho’s MeeCare Program. MeeCare focuses on holistic wellbeing of Meesho employees, and consists of benefits and policies in the spheres of physical, mental, financial and social wellness - which are industry leading and specifically designed to meet the varying needs of our employees:

Medical Insurance Benefits: Group Mediclaim for employee, parents, kids and spouse including LGBTQIA+ & Live-in partners with additional Top up option, Personal Accident Insurance and Term Life Insurance

Health & Wellness Benefits: MeeCare program focusing on physical, mental, social and financial wellness, dedicated Employee Assistance Program (EAP) which includes 24x7 counselling support & Telehealth, Wellness Events, Health Checkups, Vision care, Dental Consultations, Discounted Medicines & discounted gym memberships, OPD Program, Access to Advanced Medical Screenings

Work Life Balance Support Benefits: Hybrid working, Annual holidays, Earned & Casual Leaves, Reset and Recharge Leaves, Wedding leaves, Study leaves, Pet Adoption leaves, Infinite Wellness leaves for critical illnesses, Flexible Working

Parental Support Benefits: Gender Neutral Caregiver Support Leaves, Day Care Program, Child Adoption Assistance & Prenatal care leaves

Retirement Benefits: Provident Fund & Voluntary Provident Fund Contribution, National Pension Scheme and Gratuity

Learning & Development Benefits: Individual Budget for Capability enhancement & learning, Access to MYAcademy learning portals, Corporate library

Employee Delight: Gratitude for stretched work, personalised gifts, engagement & fun at work Other Benefits: Salary Advance Support, Relocation Support, Car Lease, Flexible Benefits Plan for tax reimbursement, Recognition rewards

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Confirmed 11 hours ago. Posted 30+ days ago.

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