Head - Customer Experience

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. .