Cars24 - General Manager - Seller

General Manager - Seller

- Resource will be a key contributor at CARS24 with the mandate to transform customer experience for every car seller.

- Individual will own the entire customer journey across the lifecycle. You will shape the customer experience through product, process, data and people interventions and be the voice of the customer internally.

- Your team will also own the communication, Grievances, Feedback and strive to move our culture to a more CX obsessed one.

- As a leader with a high sense of empathy, you will help drive the mission of solving for the customer.

- Create a strong vision for a world-class customer experience and set a clear roadmap for the internal teams to achieve

- Percolate CX metrics across the organization by defining and tracking CSAT indicators across channels.

- Own every step of the customer journey by carefully mapping, interfacing and measuring customer feedback at different touch points including app, tele-callers, third party pick-up, service executives & customer support.

- Proactively identify risks/ failure points in the customer journey and partners with product, operations and growth teams to mitigate it.

- Tracks escalations to ensure appropriate service recovery.

- Works with operations design team to ensure continuous improvement in service SOPs

- Drives adherence to key quality metrics.

- Continuously monitors deviances in processes/ CSAT and employs corrective measures

Skills/Experience Required :

- Experience is creating & executing a transformational customer experience journeys for a high-growth company

- Attention to detail in all aspects around process, product, people & data

- Sense of empathy for the customer; be the voice of the customer for the organization

- Ownership and bias-for-action mindset to deliver a superior customer experience at scale

- Leadership skills to influence and drive a culture of customer obsession across the organization.

Professional Qualifications :

- Post Graduate with 2-3 years- experience in the service industry or high growth startup

- Strong inclinations/expertise of process improvements and re engineering

- Experience of driving quality management systems to improve effectiveness in teams/ processes

- Excellent people managing skills across multiple teams/locations

- Strong analytical, strategizing, problem-solving and reporting