Head - Customer Experience

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Responsibilities & Key Deliverables

Role Overview: The Head of Customer Experience is responsible for leading and enhancing the customer journey at Mahindra Tractors across all touchpoints including pre-sales, sales, and post-sales. This role involves deep customer insighting to understand and anticipate customer needs, and developing strategies and initiatives to improve the overall customer satisfaction and loyalty.

Key Responsibilities:

Customer Insighting: - Conduct thorough market research and gather customer insights to understand the behavior, needs, and preferences of our target audience. - Utilize data analytics to identify trends and patterns in customer feedback and behavior. - Develop personas based on customer insights to improve targeting and communication strategies.
Pre-Sales Engagement: - Design and implement strategies to enhance customer engagement during the pre-sales phase. - Collaborate with marketing and product teams to ensure that pre-sales communication is aligned with customer needs and expectations. - Guide the development of digital tools and resources to support the pre-sales process.
Sales Experience: - Work closely with sales teams to ensure exceptional customer service and experience during the purchase process. - Develop training programs for sales staff to equip them with the necessary skills and knowledge to provide a superior customer experience. - Monitor and analyze the sales process to identify any gaps or areas for improvement.
Post-Sales Support: - Oversee the post-sales support function to ensure timely and effective resolution of customer issues and queries. - Develop and implement programs to enhance customer satisfaction and loyalty post-purchase. - Establish mechanisms for gathering and addressing customer feedback to continually improve product and service quality.
Customer Experience Strategy: - Create and execute a comprehensive customer experience strategy that covers all touchpoints and enhances the overall customer journey. - Develop metrics and KPIs to measure the effectiveness of customer experience initiatives and drive continuous improvement. - Foster a customer-centric culture within the organization by promoting the importance of customer experience at all levels.
Cross-Functional Collaboration: - Collaborate with various departments including marketing, sales, after-sales, and product development to align customer experience initiatives with overall business goals. - Lead cross-functional teams to implement customer experience projects and initiatives.

Preferred Industries

Education Qualification

Qualifications:

Bachelor's/Master's degree in Business Administration, Marketing, or a related field.
Proven experience in customer experience management, preferably in the automotive or tractor industry.
Strong analytical skills with the ability to interpret customer data and insights.
Excellent communication and interpersonal skills.
Demonstrated ability to lead and manage cross-functional teams.
Customer-focused mindset with a passion for delivering exceptional experiences.

General Experience

Critical Experience

Additional Skills:

Familiarity with CRM and customer experience management tools.
Strategic thinking and problem-solving abilities.
Ability to work in a fast-paced, dynamic environment.

As the Head of Customer Experience at Mahindra Tractors, you will play a critical role in shaping the customer journey and fostering a culture of excellence in customer service. Your efforts will directly impact customer satisfaction, loyalty, and the overall success of the business. .

Job Segment: Automotive

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