Product manager Omnichannel Customer Experience

Korzinka is the largest grocery retail organization in Uzbekistan, known for its commitment to delivering exceptional customer experiences both in-store and online. The Head of Omnichannel Customer Experience will lead the strategy, design, and implementation of customer engagement processes across all channels, with a goal to provide seamless, consistent interactions for Korzinka’s broad customer base.

In alignment with Korzinka’s strategic vision, which places customer-centricity as a core pillar of future growth, this role is essential for integrating physical stores with digital platforms. This position requires a deep understanding of customer behavior, retail trends, and the use of innovative technology to enhance Korzinka’s omnichannel ecosystem, including Telegram Bot, Korzinka App & Korzinka Go App, In-Store Info Kiosks and Korzinka Plus Loyalty Program.

Korzinka’s omnichannel strategy is supported by an impressive customer base and active user engagement: millions monthly customers and hundreds of thousands loyalty program members, making the Korzinka one of the top choices in Uzbekistan’s grocery retail sector.

The Head of Omnichannel Customer Experience will collaborate closely with cross-functional teams from IT, Marketing, Operations, and Analytics. Resources for this role include access to an Omnichannel Customer Experience team, a network of vendors and partners, and robust data and analytics support.

Responsibilities:

• Provide strategic leadership to the Omnichannel Customer Experience team, ensuring all initiatives align with Korzinka’s corporate strategy and customer-centric goals.
• Lead the design, implementation, and continuous improvement of omnichannel strategies to integrate digital and in-store touchpoints.
• Collaborate with internal departments (e.g., Marketing, IT, Operations) to gather business requirements and align customer experience initiatives across all channels.
• Oversee the development of customer engagement solutions, such as loyalty programs, mobile apps, click-and-collect services, and social media interactions.
• Define and monitor KPIs related to customer satisfaction, Net Promoter Score (NPS), and overall customer experience performance.
• Implement customer feedback loops to foster continuous improvements and drive innovation in omnichannel services.
• Manage relationships with third-party vendors and partners, ensuring the smooth delivery of digital tools and platforms.
• Develop and oversee the department’s budget, ensuring efficient resource allocation in alignment with strategic goals.
• Lead cross-functional training initiatives to enhance omnichannel capabilities across relevant business units.
• Promote best practices in customer experience design, ensuring all new initiatives are consistent with Korzinka’s brand and customer expectations.

Business Goals for the Position

• The Head of Omnichannel Customer Experience has clear business objectives focused on maximizing engagement, retention, and customer lifetime value across all Korzinka channels. Key performance indicators for this role include:
• Omni products adoption: Loylty Program adoption, Application adoption, Omnichannel adoption
• Acquisition and Retention Rate (both offline and online): Improve new user acquisition and retention by delivering consistent, high-quality customer experiences.
• ROI and Average Order Value (AOV): Achieve target ROI and AOV by fostering omnichannel behaviors, promoting high-value services, and delivering a seamless shopping experience.
• NPS (Net Promoter Score): Continuously enhance NPS to drive customer satisfaction and advocacy.
• Omnichannel User Share: Grow the share of users actively engaging across both digital and in-store channels to reflect Korzinka’s unified customer journey.

Key Tasks for the First 6 Months

Develop a detailed roadmap for the omnichannel customer experience strategy, aligned with Korzinka’s growth objectives.

Launch key initiatives to strengthen digital and in-store integration, such as unified loyalty programs and personalized marketing campaigns.

Partner with IT to implement tools for real-time customer journey tracking and analytics.

Identify customer experience gaps and propose solutions to enhance response times and service consistency across all channels.

Build partnerships with external service providers and onboard additional talent to fill skill gaps within the team.

Qualifications

• Bachelor's degree in business, Marketing, or a related field; an MBA or equivalent experience is preferred but not required.
• 5+ years of experience in customer experience management, retail, or omnichannel strategies, ideally within a high-growth or large-scale organization.
• Proven ability to lead cross-functional teams, drive strategic initiatives, and manage large-scale, customer-facing projects that boost business growth and customer satisfaction.
• Proficiency in CRM systems, customer engagement platforms, or loyalty programs.
• Strong understanding of digital trends, customer behavior analysis, and retail technologies, including CRM and loyalty platforms.
• Excellent leadership and communication skills to manage cross-functional teams and align diverse stakeholders.
• Demonstrated experience working with IT, marketing, and operations teams to execute omnichannel strategies.
• Strong analytical skills to evaluate initiative success and adapt strategies as needed.
• Experience in budget management, vendor relationships, and external partnerships.
• Knowledge of best practices in customer data privacy and compliance with regulatory standards.