Manager - Customer Experience

Job Purpose:

Customer Experience will drive EV customer experience across touchpoints, designing the entire journey from RE EV buyer's perspective. They'll provide consumer insights, collaborate with various teams, and develop differentiated experiences. The role requires strategizing communication plans, utilizing Customer Data Platforms, and defining key metrics. The goal is to enhance customer experience through brand marketing, sales, service, and engagement programs. Constant improvement is expected through strategic planning and market evaluation. This role will partner with Brand Strategy, Product Strategy, Marketing, Sales, and Service teams.

Position Overview:

Location: Chennai

Position Title: Customer Experience

Reports to: Group Manager - EV Commercial

Function: EV Commercial

What you'll do:

Strategic view:

• Strategic intent is to build the lead generation funnel at top of the funnel and engage with those customers as well as ensure quality leads follow through the funnel via relevant conversations
• Key KPIS: Lead Conversions across the Brand and business funnels, CSAT and NPS across touch points process setups.
• Define the Customer journey for RE EV buyers. Create a journey that is better and differentiated from key competition. Also, it has delightful moments that surpass customer expectations Design, develop and execute customer journeys for various formats
• Craft strategies to build systems and processes to drive customer experience across all touchpoints - website, app, Customer experience at retail stores (sales and service), call center, online CRM, etc.
• Create the front-end and backend interface for dealing with Customers
• Work on ways of making the target interventions as per the cohorts identified through customer data
• Define the CRM interventions required at relevant junctures. Ensuring key KPIs of CSAT and NPS are met. Devise strategic thought around KPI development.
• Define the communications and the relevant channels that needs to be delivered to the Customer at each touch point what message ,where, when, at what interval and via which mode.
• Understand customer requirements and develop and define the value additions required.
• Conceptualize and develop rollout tools and services enabling digitization of customer experiences (like interactive screens, QR codes, paperless transactions, new technologies, etc.) across touchpoints aimed towards elevating customer experience and managing physical limitations.

Key Elements:

• CRM strategy implementation for both offline (Voice support) and Digital (Non-Voice support)
• For Offline Call center support, we need to have a thorough understanding of Call center operations and how to get effective and efficient lead validations
• For Digital CRM: Work on CRM strategy, implementation , deployment, adoption, and execution
• Should have thorough knowledge of Salesforce or any other Marketing automation and CRM tools.
• Deploy Salesforce Marketing Automation Cloud with WhatsApp, SMS, Push notification,
• and email channels
• Campaign calendar mapping, along with journeys/tables in the campaigns
• Implement and optimize Marketing Cloud campaigns to reach the target audience
• Manage CRM systems deployed, including personalization, customization , configuration, and data integrity to optimize communications
• Execute relevant campaigns - Sales and service (lead validation and nurturing, product roll out, product recall, etc.)
• ROI measurement and optimization. Analytics and insights on the same
• Lead IT activities related to customer data management and system integration
• WhatsApp integration and chatbot

Customer and Vehicle Data Analysis at Analytics Centre:

• Analyze the customer and vehicle data for feedback to identify opportunities for improvement and innovation
• Understanding customer cohorts as well as individual customer needs. Personalize and customize communication for each customer.
• Lead Customer Complaints
• Mystery audits and next best actions
• NPS and next best actions
• Gemba

KPIs creation and Dashboards Management:

• Maintain dashboards and reports to provide actionable insights for management.
• Experience in Ein -Dashboards for customers with all the relevant information that they need in real time
• Dashboard and KPIs creation for internal stakeholders for CX parameters
• Bring in collective ownership of customers across functions and the channels
• Benchmark with the best in class within and across industries

Process improvement and SOPs:

• Design and develop customer-facing policies, empowerment policies, and create SOPs for the store operations aimed towards standardization of customer experience across stores
• Create audit parameters with a focus on providing a standardized customer experience and review the non-compliance points.
• Develop training interventions and training content for retail stores, including customer experience product, and processes, in coordination with retail operations and the training team

What you'll bring:

Experience:

• 10+ years experience in a similar role in a Customer/ Strategic consulting domain
• Should've worked on CRM tools(Salesforce, Zoho CRM etc.)

Qualification:

• Master's degree in Business, Marketing or a related field

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