Head - Digital Customer Journey

Job Description

• Define and drive the enterprise digital customer journey strategy, ensuring seamless connectivity across all digital platforms and customer lifecycle stages.
• Own the digital experience architecture encompassing CRM, DMS, and customer-facing applications, aligning with IT and business roadmaps.
• Collaborate with marketing, sales, and aftersales leadership to translate business needs into scalable digital solutions.
• Govern platform integration standards, ensuring data consistency and unified customer view across all channels.
• Drive digital KPIs - lead-to-sale conversion, customer engagement, NPS uplift, and service retention - through digital enablement.
• Oversee product owners for CRM, DMS, and Customer App, ensuring alignment of release cycles, feature prioritization, and technology roadmap.
• Manage vendor and partner ecosystem for digital platforms and ensure timely, high-quality
• delivery.
• Champion innovation through digital tools, analytics, and emerging technologies (AI / ML, personalization, and connected vehicle data).

The Successful Applicant

A successful Head - Digital Customer Journey should have :

• Deep understanding of omnichannel customer experience and digital platform ecosystems.
• Strong background in automotive or mobility customer lifecycle management.
• Excellent leadership, stakeholder management, and data-driven decision-making skills.
• Knowledge of CRM, DMS, MarTech, and customer app ecosystems.
• 12-15 years in digital transformation or customer experience leadership roles within automotive or mobility sectors.
• Proven success in implementing enterprise-scale digital customer experience programs.
• Bachelor's / Master's degree in Business, Marketing, or Information Systems.

What's on Offer

• Attractive holiday leave and flexible working policies.
• Opportunity to work in a growing and innovative organization in Mumbai Suburban.
• Exposure to the latest technologies in the automotive industry.

If you are passionate about leading digital customer journey initiatives in the automotive industry, we encourage you to apply.

Skills Required

Crm, Ml, Analytics, Dms, Personalization, Ai