Associate Program Manager - Customer Retention and Experience

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2 months old

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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)
    • About us 

    Welcome to Meesho, where every story begins with a spark of inspiration and a dash of entrepreneurial spirit. We're not just a platform; we're your partner in turning dreams into realities.

    Our Mission

    Democratising internet commerce for everyone- Meesho (Meri shop) started with a single idea in mind -to be an e-commerce destination for the next billion Indian consumers and enable 100 million small businesses to succeed online. We provide sellers with a range of industry-first benefits such as zero commission and the lowest shipping cost.  Over 1.75 million sellers are registered on Meesho, growing their business by tapping the company’s massive customer base, state-of-the-art tech infrastructure, pan-India logistics at the lowest cost through third-party logistics providers in an 'Everyday Lowest Cost' channel for sellers. Affordable, relatable merchandise mirroring local markets has helped us make inroads with first-time internet users in the country. We cater to an underserved and unique customer base and cover every serviceable pincode in the country. Our unique business model and continuous innovation has enabled us to become the first Indian horizontal E-commerce company.

    Culture and Total Rewards

    Our focus is on cultivating a dynamic workplace characterized by high impact and performance excellence. We prioritize a people-centric culture, dedicated to hiring and developing exceptional talent. Total rewards at  Meesho comprises of a comprehensive set of elements - monetary, non monetary, tangible and intangible in nature. Our 11 guiding principles, or "Mantras," are the backbone of how we operate -  influencing everything from recognition and evaluation to growth discussions. Daily rituals & processes like “Reflections”, “Listen or Die” , Internal Mobility Program, Talent Reviews, Continuous Performance Management - all  embody these principles. 
    We provide market leading compensation - both cash and equity-based - specific  to job roles, individual experience and skill along with our employee centric benefits and work environment. We focus extensively on holistic wellness - through our MeeCare Program - encompassing benefits and policies across physical, mental, financial, and social wellness aspects. This includes extensive medical insurance benefits for employees and their families, wellness initiatives like telehealth, wellness events, and gym & recreational discounts etc. To support work-life balance, we provide generous leave policies, parental support benefits, retirement benefits, and learning and development assistance. Through gratitude for stretched work, personalized gifts, engagement & fun at work - we promote employee delight at the workplace. Many other benefits such as salary advance support, relocation assistance, and flexible benefits plans further enrich the Meesho employee experience.

    Know more about Meesho here : https://www.meesho.io/