Decathlon - Digital Program Lead - Customer Experience

Decathlon - Digital Program Leader : Customer Experience Us : At Decathlon Sports India, our purpose is to "Move people through the wonders of Sport"

TEAM BACKGROUND :

Key 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.
• 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 :

Job Description :

Office Location : Decathlon Anubhava, Bangalore

Work policy : 1 Day WFH per week as per requirement

(ref : iimjobs.com)