Licious’ Product team conceptualizes and builds technology driven products and solutions that empower our customers to shop for the highest quality meat products and ensures a seamless, smooth flow of our products to our customers’ doorstep. Our primary areas of focus involve building a premium, intuitive meat buying experience, driving revenue and user growth, building a comprehensive data platform, massive scale enabled workflow, inventory management and delivery experiences. You will be a part of a team that is redefining the meat buying experiences as we see today and building new customer behaviors when it comes to selecting the best quality meat.

Our Product and Design vision is to be the most innovative, technology enabled, meat shopping experience that is intuitive, immersive and category defining.

Role Description

In this role, you will be visualizing Licious’ post order customer experience from a Product and Technology perspective. We are looking to hire a Senior Product Manager as a part of the Customer Experiences Product and Design team who will be responsible for building a magical customer experience once they have ordered on Licious.

The Post-order Customer Experience PM will seek to combine the power of digital platforms like our App, Website with our extended omnichannel outlets and the physical contact center operations to provide customers with a seamless experience when shopping on Licious. You would focus on helping Licious customers seamlessly track their orders on our platforms, address frictionless cancellations, refunds, reschedules and provide meaningful interactions with our contact center. The role will also be responsible for empowering our Customer Care executives on the ground to provide an efficient, meaningful, personalized interaction with our customers every time they reach out to us on the multiple channels of communication like voice, chat, WhatsApp or email.

The role is responsible to drive the DNA of customer centricity across the entire Licious organization. This is a cross functional role where you’d be working very closely with our Shopping Experience, Category, Marketing and Operations teams to drive the best possible experience to our customers every time they interact with us. It is a high visibility role that will have direct working relationships with our Founder’s office driving one of the most critical goals for Licious.

Given the vast scope and the strategic importance for Licious, we are looking for a Product leader who can understand Customer expectations, see the big picture when it comes to building sustainable solutions, set ambitious goals and drive the organization to achieve the goals. The leader should have strong execution focus to keep the engine moving while always keeping an eye out on our long term goals.

If you love enjoying a meaty meal and you are extremely passionate about changing the way meat buying is perceived in India, then this could be one of the most exciting challenges for you to take on! It is a critical role where you will help shape the future of the meat buying ecosystem for all of us.

Responsibilities

• Drive a customer centric mindset across the length and breadth of Licious.
• Seamlessly transcend the digital, omnichannel and customer care boundaries to present a one Licious view to our customers and ensure a seamless customer experience across all our touch points.
• Identify customer needs and market trends that drive meat shopping in India.
• Drive product strategy across Post-order Customer experience on our App, Website and contact center operations.
• Drive efficiency of operations across all our contact centers. Empower our CC executives to ensure the best possible customer experience efficiently.
• Take complete ownership of the Post-order Customer Experience charter. Drive organization alignment with leadership, business verticals, engineering for this charter.
• Influence every other function in the organization including Shopping Experience, Planning, Manufacturing, Delivery experience, Marketing to drive customer satisfaction.
• Define a clear execution strategy to achieve the CX initiatives. Be able to straddle multiple priorities, identify constraints in the system and trade-offs.
• Inspire and influence your team to achieve their key goals by evangelizing and driving consensus around the product vision, strategy, goals and execution plan.
• Drive organizational alignment for the CX vision.

We Offer

• The opportunity to make a dent in the Indian ecommerce meat buying industry. Licious is the market leader in online meat shipping. We have an ambitious vision for the next 5 years and having a premium visual identity for Licious is a cornerstone of our growth strategy.
• You will have a unique opportunity to help shape customer behavior towards meat buying. We want to make the entire experience fashionable and you will play a key role in it.
• The chance to innovate. We’re breaking new ground everyday reimaging this industry with the best of product, technology and design minds. You will partner with these people to make it even better.

Desired Skills And Requirements

• 4-8 years of experience in product management.
• Has a customer obsessive mindset. Is able to visualize customer wants and needs and be their spokesperson in the organization.
• Has an unending desire to drive quality execution with excellence. Has an outcome oriented mindset to drive organizational goals.
• A high agency individual with a demonstrated ability to deliver stretch goals in an ambiguous, innovative, dynamic and fast-paced environment.
• Ideate and execute solutions strategically while keeping a tab on short and medium term goals.
• Capable of influencing stakeholders across different levels, enabling a growth mindset within the organization.
• Ability to think structurally end to end.
• Enabled with curiosity driven, experimental mindset.
• Ability to leverage a variety of techniques to influence various team members and stakeholders being deeply familiar with quantitative, qualitative, market research and experimentation.
• Excellent written and verbal communication skills.
• Understanding of technical architecture for complex and highly scalable web and mobile applications
• Previous experience in building Customer experience teams ( good to have )