Genesys Contact Center Analyst

#ACN GN - SONG - MT - Retail - Manager Job Title : Retail - Manager | I&P Global Network Song Practice Management Level : 7 - Manager Location : Delhi, Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad Must Have Skills : Retail & Consumer Industry Consulting, Customer Experience (CX) and Commerce Transformation, Digital Commerce & Omnichannel Strategy, Loyalty, Personalization & Customer Engagement, Analytics & AI for Growth, Marketing, Business Transformation & Operating Model Design, Program & Change Management. The ideal candidate will possess consulting and delivery experience supporting retail transformation initiatives within one or more of the following industries: Luxury Retail Grocery & Food Retail E-Commerce & Marketplace Quick commerce & On-Demand Delivery Ecosystems Fashion & Apparel Retail Candidates should demonstrate experience leading strategy, customer experience, commerce, marketing, digital, data, or AI transformation initiatives within these sectors. Job Summary : We are seeking an experienced Retail Transformation Manager with 8+ years of consulting and industry experience to lead customer-centric transformation programs across Luxury Retail, Grocery Retail, E-Commerce, and Quick Commerce organizations. As a Manager, you will help clients reimagine customer acquisition, engagement, loyalty, and commerce through digital innovation, data-driven decision-making, and AI-powered experiences. Operating at the intersection of customer experience, marketing, commerce, analytics, and technology, you will lead workstreams, conduct capability assessments, define transformation roadmaps, and deliver business outcomes that drive growth, customer value, and operational effectiveness. Roles & Responsibilities : Conduct retail capability assessments across customer experience, commerce, loyalty, personalization, marketing, and customer engagement functions. Demonstrated experience conducting assessments, developing transformation roadmaps, defining operating model recommendations, and supporting technology-enabled business transformation initiatives. Experience delivering customer experience, commerce, loyalty, personalization, marketing, analytics, or AI-related transformation programs. Define transformation roadmaps for customer experience, commerce enablement, loyalty modernization, and AI-powered growth initiatives. Support omnichannel commerce transformation across stores, marketplaces, direct-to-consumer channels, mobile commerce, social commerce, and quick commerce ecosystems. Gather business requirements and translate them into scalable customer, marketing, commerce, and data-driven solutions. Lead the design and deployment of AI-enabled use cases focused on customer engagement, personalization, loyalty optimization, customer analytics, and commerce performance improvement. Partner with technology teams and solution providers to implement customer data, analytics, CRM, loyalty, and personalization solutions. Design KPI frameworks, measurement approaches, and value realization mechanisms to track customer and business outcomes. Mobilize and coordinate cross-functional transformation projects involving marketing, commerce, digital, analytics, technology, customer service, and retail operations stakeholders. Support business development through market research, solution development, thought leadership, proposal creation, and client presentations. Develop and mentor junior team members while supporting capability building across Retail, Commerce, Customer Experience, and AI-enabled transformation domains. Professional & Technical Skills : Hands-on experience in customer experience transformation, commerce strategy, loyalty programs, personalization, and customer engagement initiatives. Strong understanding of growth drivers and customer journeys across Luxury Retail, Grocery Retail, E-Commerce, Quick Commerce, and Fashion & Apparel sectors. Experience designing omnichannel customer experiences across digital and physical touchpoints. Knowledge of customer data platforms (CDPs), CRM platforms, loyalty platforms, digital commerce ecosystems, customer analytics, and personalization technologies. Experience leveraging analytics, AI, and Generative AI to improve customer acquisition, conversion, retention, loyalty, basket growth, and customer lifetime value. Ability to develop operating models, business cases, capability assessments, and transformation roadmaps aligned to business objectives. Experience translating business requirements into customer, commerce, marketing, and technology solutions. Strong consulting, stakeholder management, project management, and problem-solving capabilities. Experience working in cross-functional global teams and delivering transformation programs across multiple markets. Additional Information : Proven working experience supporting leading Luxury Retail, Grocery Retail, E-Commerce, Marketplace, and Quick Commerce organizations. Demonstrated experience delivering .