Customer Experience

Job Requirements

Job Purpose :

The Manager - Customer Experience will drive EV customer experience across touchpoints, designing the entire journey from RE EV buyer's perspective. They'll provide consumer insights, collaborate with various teams, and develop differentiated experiences. The role requires strategizing communication plans, utilizing Customer Data Platforms, and defining key metrics. The goal is to enhance customer experience through brand marketing, sales, service, and engagement programs. Constant improvement is expected through strategic planning and market evaluation. This role will partner with Brand Strategy, Product Strategy, Marketing, Sales, and Service teams.

Position Overview : Location : Chennai

Position Title :   Customer Experience

Reports to : Group Manager - EV Commercial

Function : EV Commercial

What you’ll do : Strategic view :

• Strategic intent is to build the lead generation funnel at top of the funnel and engage with those customers as well as ensure quality leads follow through the funnel via relevant conversations
• Key KPIS : Lead Conversions across the Brand and business funnels, CSAT and NPS across touchpoints. Process setups.
• Define the Customer journey for RE EV buyers. Create a journey that is better and differentiated from key competition. Also, it has delightful moments that surpass customer expectations Design, develop and execute customer journeys for various formats
• Craft strategies to build systems and processes to drive customer experience across all touchpoints - website, app, Customer experience at retail stores (sales and service), call center, online CRM, etc.
• Create the front-end and backend interface for dealing with Customers
• Work on ways of making the target interventions as per the cohorts identified through customer data
• Define the CRM interventions required at relevant junctures. Ensuring key KPIs of CSAT and NPS are met. Devise strategic thought around KPI development.
• Define the communications and the relevant channels that needs to be delivered to the Customer at each touchpoint, what message, where, when, at what interval and via which mode.
• Understand customer requirements and develop and define the value additions required.
• Conceptualize and develop rollout tools and services enabling digitization of customer experiences (like interactive screens, QR codes, paperless transactions, new technologies, etc.) across touchpoints aimed towards elevating customer experience and managing physical limitations.

Key Elements :

Customer and Vehicle Data Analysis at Analytics Centre :

KPIs creation and Dashboards Management

Process improvement and SOPs

What you'll bring : Experience :

Qualification :

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