Deputy Manager/Assistant Manager - Customer Experience (5-10 yrs)

About our Client:

A Premier Client of Talent People Search is a company on a mission; to bring traditional automobile manufacturing into a connected, sustainable and smart future. Since a century ago, they have been a brand known for their commitment to safety, creating innovative automobile company that make life less complicated for their customers. In 2010, they decided to transform their business, resulting in a totally new generation of luxury automobile and technologies, as well as steady growth and record sales.

Today, they're expanding their global footprint in Asia, Europe, China and the US, and they're on the lookout for fresh talent. They are constantly pushing their own skills and abilities to drive change in the automobile industry like never before. They are looking for innovative, committed people to join them in this endeavour and create safe, sustainable and connected luxury automobile company. They believe in the power of people and will challenge and support you to reach your full potential. Join them and be part of their journey into the future.

They're creating their own future. So are you.

They have bold targets when it comes to innovation, sales and customer experience, and they're developing new technologies to lead in safety, autonomous driving and electrification. If you want to grow together with talented people, who are creating a new automotive future, they have a job for you.

Job Objective & Key Interactions:

- Draw insights from customer feedback and drive appropriate actions to enhance customer experience at the dealership and through the call centre.

- Monitor and deliver comprehensive CX initiatives at the dealership that are rooted in customer insights and deliver value to the dealer and the company.

- Monitor customer benchmarking tools and measures of success and drive action plans to enhance CX.

- Work with the Digital transformation function to drive integration and adoption of digital touch points that impact CX.

Reports into: Senior Manager - Customer Experience

Pl NOTE: Whilst this position is based out of Gurgaon office, but you will be required to attend regular off-site meetings & sometimes require travelling to other cities as well

Skills:

- Strong influencing and negotiation skills to confidently challenge at all levels and encourage insight-driven and customer-led decision-making

- Good communicator with command on verbal and written skills

- Passionate about delivering continuous improvements

- Well organised and able to manage multiple priorities

- Ability to work on own initiative with perseverance to see an activity through to completion

- Ability to think out of the box solutions and drive change management

- Have attention to detail to be able to draw relevant customer insights

Education & Experience:

- 6-12 years of relevant experience. Automotive industry experience will be an added advantage

- Post-Graduate in Business Management (preferred)

- Experience in implementation of bespoke software CRM application(s)

- Strong data analysis and interpretation

- High level of commercial and brand awareness