Lead - CX-Communications (Content Writing)

2007, we started the Flipkart journey by selling books online. But now, over a decade later, our story is quite different. Today, Flipkart is India’s largest online marketplace and one of India’s leading technology powerhouse that is disrupting the way India shops online. What has got us here? The dynamic, passionate and talented folks we call Flipsters!

Our core values define our identity and form the basis of our actions and reflect on everything that we do at Flipkart. Values enable us to shape the desired organizational culture in which each Flipster can thrive and be at their best.

We believe in taking bold bets and changing the paradigm, having a sense of urgency to solve problems strategically and putting great ideas into action. We look at the world from our customer’s point of view and keep customers at the heart of everything we do. We strive to do the right thing always and be committed to our customers and stakeholders.

Communication

What you’ll do:
• Understand key drivers of customer communications, proactive and reactive
• Create non-promotional content for voice, email, chat, social media channels
• Creating external surveys to derive customer insights
• Ensure content created is clear, accurate, concise and aligned to the brand’s tone of voice
• Bring consensus and agreement to finalize communications templates, design and formats with all stakeholders
• Closely monitor key metrics of communications with internal and external stakeholders
• Own areas of improvement and recommend changes based on best practices
• Work with stakeholders to decipher requests using a consultative approach and decide/recommend appropriate channels and messaging
• Incorporate customer feedback to enhance communication to meet the functional objectives
• Track stakeholder pulse via survey and recommend internal improvement/enhancements

Product
• Single contact point for the