General Manager - Customer Experience - Automotive

Industry - Auto / Auto Ancillary

Category - Sales & Marketing

Job Type - Permanent

Description - This position focuses on enhancing the overall customer experience and strengthening brand presence. It involves capturing customer feedback, improving service processes, and building loyalty through effective engagement programs. The role also leads brand activations and offline media planning across product segments

Client Details:

This opportunity is with a large organization in the automotive industry, renowned for its innovative solutions and commitment to excellence.

Job Description:

Strategy and Development:

- Design and develop systems to capture and share the Voice of Customer with relevant stakeholders for timely action and improved satisfaction.

- Regularly map customer expectations and provide insights for experience enhancement.

- Design and develop customer engagement platforms and activities, customer segmentation policies to drive customer loyalty program.

- Strategize plans to develop call centre as a one-stop shop for customer quires and needs. Design an omni channel experience

- Build and develop analytical capabilities in the organization to drive data backed decision making and tangible business impact

- Develop and deploy IT solutions to automate the defined analytic elements and integrate them with the business processes

- Provide consultation, advisory, and training support to strengthen analytic expertise and customer focus across the organization.

- Enhance CRM capabilities and data quality to capture all customer interactions, using insights to improve business performance and customer experience.

Relationship Management:

- Collaborate with sales, customer care functions to define customer loyalty to design and implement customer loyalty program

- Partner with other functions to define and streamline processes for a seamless customer experience.

Process Implementation:

- Drive SSI and CSI improvement for the Commercial Vehicles business through regular monitoring and issue resolution.

- Monitor the performance and quality of call centre interactions and operations on regular basis

- Leverage technology and process innovation to reduce TAT and enhance customer satisfaction.

- Guide the team to set processes and standards for sales and after sales based on identified customer expectations and competitor benchmarking

People Management:

- Lead, guide, and motivate the team to achieve functional and organizational objectives.

- Monitor team performance, build skills, and foster a culture of accountability, collaboration, and customer focus

Profile:

A successful candidate:

-15-20 years in Customer Experience Management, Marketing, or Brand/Activation roles, preferably within the Automotive or related industry.

- Proven experience in designing and implementing customer engagement strategies and loyalty programs.

- Hands-on experience in managing CRM systems, analytics, and process improvement initiatives.

- Strong background in planning and executing large-scale brand activations and offline media campaigns.

- Demonstrated ability to work cross-functionally with Sales, Product, and Service teams to drive customer-focused outcomes.

- Experience in leading teams and managing external partners or agencies.

Job Offer:

- Opportunity to work with the market leader in the segment

- Opportunity to lead the Customer Experience function for the business