Joydeep Goswami
adidas| Ex-IndiGo| Ex-AMEX| Ex-Concentrix| E-commerce| Vendor management |Customer experience| Banking| Credit cards| Sales| CRM| Data management & analysis & AI enthusiast
- Role
- Senior Manager Ecommerce Operations - Emerging Markets at adidas
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Joydeep Goswami
E-Commerce Senior Manager @Adidas |IndiGo|AMEX|Concentrix|15 yrs work experience|Customer…
Experience
Senior Manager Ecommerce Operations - Emerging Markets
Feb 2023 — Present · Gurugram, IN
Consumer Services Emerging markets-[EM,SEA,PAC] Order journey tracking & fulfillmentReturn & Refunds tracking & fulfillmentLegal escalations management CS communication management.Projects Implementation to improve post order experienceStakeholder management - Emerging markets-[EM,SEA,PAC] Managing, optimizing CS vendor performance, Cost & contracts. Customer feedback leveraging to share improvement/enhancements.CS Vendor Management - Kuala Lumpur, Philippines, India, Cairo, Turkey, Israel. Review and optimise (KPIs)NPS, AHT,CTO and Sales.Weekly/monthly performance reviews.Review & continuous improvement of service experience Ensuring effective partnership between Adidas & vendor.Forecasting & headcount management.Vendor payment managementTraining need analysis
Education
Deshbandhu College
Bachelor's degree, Business/Commerce, General
2006 — 2009
St George's School New Delhi
Entrepreneurship/Entrepreneurial Studies
1990 — 2006
Skills
- Microsoft Office
- Customer Service
- Microsoft Excel
- Leadership
- Microsoft Word
- Powerpoint
- Public Speaking
- Team Building
- English
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