General Manager - Customer Experience & Market Activation | Leading Automotive player

About Our Client

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

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

\n *Regularly map customer expectations and provide insights for experience enhancement.

\n *Design and develop customer engagement platforms and activities, customer segmentation policies to drive customer loyalty program.

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

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

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

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

\n *Enhance CRM capabilities and data quality to capture all customer interactions, using insights to improve business performance and customer experience.Relationship Management

\n *Collaborate with sales, customer care functions to define customer loyalty to design and implement customer loyalty program

\n *Partner with other functions to define and streamline processes for a seamless customer experience.Process Implementation

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

\n *Monitor the performance and quality of call centre interactions and operations on regular basis

\n *Leverage technology and process innovation to reduce TAT and enhance customer satisfaction.

\n *Guide the team to set processes and standards for sales and after sales based on identified customer expectations and competitor benchmarkingPeople Management

\n *Lead, guide, and motivate the team to achieve functional and organizational objectives.

\n *Monitor team performance, build skills, and foster a culture of accountability, collaboration, and customer focus

The Successful Applicant

A successful candidate:

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

\n *Proven experience in designing and implementing customer engagement strategies and loyalty programs.

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

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

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

\n *Experience in leading teams and managing external partners or agencies.