Job Details
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Job Description
Job Description:
- As the Head of Customer Experience, you will define the Complete Customer Journey, engagement, touchpoints, lifecycle and retention strategy, processes, methodologies, and best practices for Al Futtaim Automotive
- To ensure, that the end-to-end Customer Journey is constantly optimized, whilst analyzing and refining the business processes and systems that enables the delivery of the 5 customer service values across the Al Futtaim Automotive Division (Sales & Aftersales).
- You will be responsible for managing overall service quality of the CX Program Partners and any other customer experience resources.
- Must have the ability to work effectively with executive/senior management of the individual Automotive brands, cross-functional teams, external partners and vendors, in order to assist and guide potential areas of development, along with the business process strategies to maximize customer experience.
- Working closely with the analytics teams providing CX data and insights, you will translate customer feedback/ behaviors into actionable insights, helping the business management teams to deliver improved interactions within the customer journey cycle.
Key Responsibilities:
CX Development
- Work with the key stakeholders within the business to identify areas of Automotive (Sales and Aftersales) CRM process/ system improvements
- Ensure alignment/governance to Automotive group CRM systems and strategies
- Measure productivity and process improvement areas including Lead Management, Showroom efficiencies and back-office functions.
- Support brands in rolling out changes to end-users to ensure consistency.
- Ensure clean customer data is available to share for all systems
Automotive Business Process
- Work with Divisional management teams to agree and maintain a standardized sales process reflecting best practice for the organization
- Lead / Funnel Management
- Showroom
- Service
- Customer follow-up /Communication
- Business Process and Productivity
- Mystery Shops / CSV
- Drive productivity and process improvement areas with Brands throughout the Customer Journey
- Ensure AFA (sales / aftersales) unified customer journey across UAE to maximize a genuine and positive customer experience
- Elimination of customer friction points and the continual evolution of an exceptional customer experience
- Through test and learn continually develop systems and process to ensure customer centric approach.
- Participate and Colla
Job Requirements
Minimum Qualifications and Knowledge:
- Suitable business qualification (Degree level); thorough knowledge of Automotive Sales Processes, Customer Service, Marketing, CRM practices/ functionality with a detailed working knowledge of Lead Management Showroom Systems and high level understanding of SAP.
Minimum Experience:
- Minimum of 5 yrs of Automotive Sales Process/ Management at Branch level. People management experience, usage of showroom process control systems
Job-Specific Skills:
- Strong communication skills (written and verbal)
- Analytical and problem solving skills
- Planning and execution
- Ability to self-manage and self-motivate
Behavioural Competencies:
- Strong self motivator, Execution, Proven leadership skills, Relationship Building, Influencing, Communication
