Responsibilities & Key Deliverables

Home Charger Installation
Management of home charger installation in collaboration with installation service provider for ensuring seamless customer experience
Ensure installation process adherence by monitoring and reviewing CX managers at Dealerships
Manage process deviations and ensure customer delight 
Prompt handling of customer concerns and managing escalations
Finetuning installation process design and ensure that IT systems are updated
Track and improve customer satisfaction metrics for charging (CSAT score, intelloe feedback etc.)

E-Mobility service management
Support CPO partnerships on ground during on-boarding or escalations 
Ensure sustenance of M&M charging platforms
Engagement with incumbent partners for developing customer propositions
Develop & deploy new features on M&M charging platform for improving customer experience
Use analytics to discover customer charging insights and deploy relevant customer propositions

Dealership Electrification
Drive installation of Fast DC chargers at dealership network
De-bottleneck process stage gates by engaging with dealers and charging partners
Identify out of the box solutions where fast charger installation is a challenge
Engage with charging partner to discover customer charging behaviour insights at the dealership network

Experience

•    Minimum 7-8 yrs.of experience 
•    Exposure and basic understanding of charging ecosystem & components 

Industry Preferred

Automobiles OEMs / Charging infrastructure companies 

Qualifications

B.Tech + MBA preferred 

General Requirements