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CARSOME is a dynamic and innovative automotive marketplace committed to revolutionizing the car-buying experience. As a leader in the industry, we are seeking a highly skilled and strategic HOD for Customer Experience to join our team. This role will play a pivotal part in shaping our customer journey and ensuring that our services exceed expectations.
Key Responsibilities:
Customer Experience Strategy:
● Develop and maintain a comprehensive customer experience strategy to drive customer journey development.
● Implement initiatives that enhance customer satisfaction, loyalty, and overall experience.
Feedback Loop Management:
● Lead the customer feedback loop collection channel across various touchpoints, both online and offline.
● Utilize NPS (Net Promoter Score) and CSAT (Customer Satisfaction) surveys to gather valuable insights and measure customer satisfaction.
● Collaborate with cross-functional teams to analyze feedback and develop action plans to enhance customer experience.
Surveys and Insights:
● Design and execute in-house surveys to capture market and consumer insights efficiently, ensuring quick turnaround and minimal cost.
● Extract actionable insights from surveys to inform business and commercial strategies, product development/enhancement, and marketing initiatives.
Cross-functional Collaboration:
● Collaborate closely with cross-functional teams, including Commercial, Product & Tech, and Operations, to align customer experience efforts with overall business objectives.
● Facilitate workshops and meetings to share insights and coordinate action plans.
Continuous Improvement:
● Monitor industry trends, customer behavior, and emerging technologies to identify opportunities for continuous improvement in customer experience.
● Implement best practices and innovative solutions to stay ahead in the competitive landscape.
Team Leadership:
● Lead and inspire a team of customer experience professionals, fostering a culture of excellence, collaboration, and innovation.
● Provide coaching and mentorship to develop the skills and capabilities of the team.
Qualifications:
● Bachelor's degree in Business, Marketing, or a related field. MBA is a plus.
● Proven experience in a similar role with a focus on customer experience and consumer insights.
● Strong analytical and problem-solving skills.
● Excellent communication and interpersonal skills.
● Ability to work collaboratively in a fast-paced, dynamic environment.
● Proficiency in survey design, data analysis, and reporting tools.
If you are a passionate and strategic leader with a proven track record in driving exceptional customer experiences, we invite you to apply and be part of our journey to redefine the automotive industry. Join CARSOME and contribute to shaping the future of car-buying experiences.