MANAGER - CUSTOMER CENTRICITY

Responsibilities & Key Deliverables

Background and Understanding - Have thorough understanding of Customer Experience Landscapes in automotive industry from customer acquisition to ownership. Needs and wants of todays and future customers. Know-how on Industry wide Tech led & Digital CX practices.

Experience in CX Department - Experience of working in Customer Service / Customer Experience Industry. Knowledge of all customer touchpoints and Customer Behaviour. Knowledge about auto channel operations and customer journey across product discovery, purchase, and ownership.

Field Support - Connect with the Field teams to discuss solutions and Carry out POC.

Insights and Analytics - Draw insights with different data sets on customer voices and share with the various parties for action. Analyse Data trends and identify opportunities for improvement.

Reviews - Structured and Layered reviews with Dealers Regional offices on the POCs and on the redefined Processes

Experience

10-15 Years in Automobile Industry (CRM Profiles), Airlines, Hospitality

Industry Preferred

Automobile Industry (CRM Profiles), Airlines, Hospitality

Qualifications

Diploma in Engineering/BE (Auto/Mech./Production.)/Graduate or MBA Marketing

General Requirements

Interdepartmental Feedbacks and Connects - Product Quality Product Planning Marketing Sales Service etc

Process Improvements - Via Technology enablement Digitisation Recommendation etc. Liaising with the process and sales & Service Startegy teams. Benchmark Industry best practices and improve customer facing processes periodically. Understanding and experience of plotting Customer Journeys

should be able Discover opportunities for improvement and addressing through process reengineering and Frugal Tech deployments.

CX Transformational micro projects encompassing aspects like below - High Impact / High Value creating, Significant Process Improvement. Procedural re-engineering (Kaizen). Aided with Today's technology. Fool Proof (Poka Yoke).