Manager - Omnichannel Strategy & Execution

Lead the strategy, design, execution, and rollout of Kohler India's omnichannel experience in close coordination with Sales, Marketing, Service, IT, SCM, and global teams. Drive full lifecycle from requirements to change management and performance delivery.

Key Job Responsibilities:

Strategic Execution:

• End-to-end ownership of omnichannel strategy—from formulation to implementation.
• Conduct discovery sessions to gather and refine project requirements.
• Translate requirements into technology-enabled solutions with measurable business impact.
• Manage risks, timelines, and reporting of project deliverables.
• Maintain business master data via Master Data Management.

Cross-Functional Collaboration:

• Sales: Enhance lead generation and conversion across all channels (digital, KEC, dealer, architect).
• Service: Integrate omnichannel into service operations to boost satisfaction and revenue.
• Marketing: Define and map customer journeys, support marketing automation and touchpoint integration.
• Finance: Ensure delivery of outcomes within cost guidelines.
• SCM: Collaborate on inventory visibility and service level improvements.
• Global Teams/Shared Services: Align and synergize initiatives.

Consultant & Agency Engagement:

• Work with consultants (e.g., McKinsey, KPMG) for omnichannel strategy rollout and change adoption.
• Coordinate with agencies for digital assets, dealer programs, etc.
• Facilitate cross-functional collaboration between consultants and internal teams.

Key Deliverables:

• Seamless, unified customer experience across digital and physical channels.
• Centralized lead capture, qualification, and increased KEC traffic and conversion.
• Improve customer engagement and enable a digital-first culture.
• Lead master data management for unified customer, dealer, and material views.
• Achieve KPIs for omnichannel success and adoption.

Skills & Knowledge:

• Strong understanding of business processes, technology (Salesforce, SAP), marketing, and ecommerce.
• Ability to influence cross-functional teams and lead complex programs.
• Strong planning, communication, and execution skills.
• Experience in strategic tech implementation and matrix environments.

Educational Qualifications:

• MBA from Tier 1/Tier 2 institution.
• 7–10 years of relevant experience, preferably in a multinational setting.