MGR (CUSTOMER EXPERIENCE & DIGITISATION - IBU)

Job description

Role: Customer Experience and Digitisation Drive customer experience and dealer capability across the dealership network by leveraging digital solutions, data and process innovation to improve customer engagement, sales productivity, lead conversion and dealer performance. The role will work cross-functionally with Sales, Digital tech, and dealership stakeholders to design, deploy and scale transformation initiatives across the network. Key Responsibilities 1. Customer Experience (NPS) Drive customer experience improvement across the dealership network through NPS, customer feedback and structured detractor-resolution mechanisms. Identify customer pain points across key dealership touchpoints and design, pilot and deploy improved customer journeys and experience standards. 2. Lead Management (RAFTAAR) Drive end-to-end lead management transformation (RAFTAAR) by simplifying lead capture, mapping customer touchpoints and improving lead nurturing, follow-up and conversion. Develop digital solutions along with DIGITAL Tech team for target setting, sales planning and performance management to improve frontline sales productivity. Build structured processes and digital solutions for broker/influencer management, including master data, enquiry tracking and engagement governance. Identify market and geographic growth opportunities using customer, lead and market data, with a focus on priority and emerging segments. 3. Dealer Capability & Talent Management Develop guideline and standards for dealership manpower planning, organisation structure and role effectiveness. Drive initiatives to improve frontline sales productivity, capability and retention. 4. Dealer Governance & Performance Management Develop digital audit and governance mechanisms to assess dealership infrastructure and adherence to defined standards. Establish performance-monitoring frameworks and dashboards to identify business gaps, track improvement actions and enable structured performance reviews. Develop dashboards and digital performance-management tools to enable data-driven reviews and decision-making by dealer team.