Customer Experience

3 weeks ago

Gurugram, India KIA Full time

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 Technology
  • 4–8 years of relevant experience in CX, Program Management, or Dealership Operations.
  • Experience in automotive, retail, or similar industries is an advantage.

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