Job Summary
We are seeking a results-driven Customer Experience (CX) Program Specialist to lead the design, execution, and optimization of customer experience initiatives across the organization. This role will play a pivotal part in enhancing dealership-level CX practices, managing nationwide Mystery Shopping programs, and driving cross-functional collaboration to elevate overall customer satisfaction.
Key Responsibilities
1. Customer Experience Strategy & Program Execution
- Design, implement, and scale customer experience programs aligned with business objectives.
- Drive continuous improvement in CX initiatives through data-driven insights and customer feedback.
- Collaborate with cross-functional teams (Sales, Marketing, Product, etc.) to integrate CX improvements.
- Lead the development and advancement of the Dealer CX Structure across the network.
2. Mystery Shopping Program Management (Sales)
Manage and oversee the Pan India Mystery Shopping Program to evaluate sales interaction quality and compliance with brand standards.Conduct CATI (Computer-Assisted Telephonic Interviewing) Mystery Shopping for newly onboarded dealers to assess adherence to sales enquiry processes.Analyze findings and generate detailed management reports to identify improvement areas.Work closely with stakeholders to implement corrective actions and track progress.3. Dealer CX Organization Development
Establish and optimize a comprehensive CX framework across dealership operations.Design and implement tools such as the CX Manager Assessment Program and CX Induction Program for onboarding new dealership staff.Develop and maintain a Dealer CX Implementation Guidebook to ensure standardized CX practices.4. Vendor Management
Identify and coordinate with third-party vendors / agencies for CX-related initiatives.Define scope of work for vendors in developing manuals, training content, and tools.Manage budgets, contracts, and payments for vendor-related activities (e.g., Mystery Shopping, Dealer Onboarding programs).Ensure timely delivery and quality of vendor outputs aligned with organizational goals.Key Skills & Competencies
Strong understanding of Customer Experience frameworks and program design.Project management and stakeholder engagement capabilities.Excellent analytical skills with the ability to interpret data and derive actionable insights.Strong verbal and written communication skills.Experience in working with third-party vendors and managing external agencies.Proficient in MS Office tools; knowledge of CRM systems and survey platforms is a plus.Qualifications
Master's degree in Business Administration / Bachelor of Technology4–8 years of relevant experience in CX, Program Management, or Dealership Operations.Experience in automotive, retail, or similar industries is an advantage.Skills Required
Analytical Skills, mystery shopping, Project Management, Ms Office Tools, Stakeholder Engagement, program design, Crm Systems
