Job Title

MGR (CUSTOMER EXPERIENCE)

Department/Function      

UB

Location

AKURDI

Share the handful of key/main objectives of the role

• Design and implement a holistic customer experience framework.
• Build scalable, tech-enabled customer journeys across pre-sales, test rides, delivery, and post-sales.
• Enhance customer satisfaction and loyalty by embedding VOC (Voice of Customer), NPS, Mystery Audits and journey mapping into operations and provide inputs to Training department.
• Drive capability development across dealer network to ensure consistent, premium customer experiences.
• Scale up NPS across the Network, monitor the progress at Dealerships and install specific action plans for improvement.
• Conduct Customer Feedback analysis to address systemic issues/structural changes to be addressed top-down and work out & implement solutions focused on 'Systems'.
• Partner with Tech Vendors to develop these solutions to improve Systems & deploy them horizontally
• Develop and monitor overall dealer performance and ratings.
• Drive adoption of new systems which help improve productivity and performance of dealership staff.

What processes does the job support

• Supports end-to-end customer journey management and customer-centric process design across EV sales operations.
• Implements standardized processes, audits, and digital enablement tools at dealerships to ensure consistent CX delivery.
• Create, monitor and improve efficiency of digital journeys for dealerships and customers.
• Leads deployment of NPS across dealerships, integrates findings into systemic improvements, and drives adoption of customer-first practices across the network.
• Partners with sales planning, service, MIS, and dealer teams to align customer experience initiatives with business objectives.
• Provides inputs to training based on gap areas identified through NPS/ Mystery Audits and drive quality and quantity of dealer manpower to ensure alignment with Bajaj’s CX framework.

Minimum educational Qualifications

Essential: Post Graduate || Engineer with PG in management

Preferred Institution: Any Premier Institute

Preferred educational qualifications

Desired Qualification: Management||Sales and Marketing

Years of experience

3-10 yrs

Skills

Skill Proficiency Required

Low

Medium

High

Mandatory Skills

Must Have skills for the job

1.Deep Understanding of sales & post-sales processes.

2. Dealership Management

3. Product Knowledge

4. Market Intelligence

5. Competition Tracking

6. Network development

7. Negotiation and Conflict Resolution

Preferred Skills

Good to have, but can be trained

Name of the current incumbent(s)

Manjunath K

Qualifications of incumbent(s)

Post Graduate Diploma in Management (SOIL, Gurgaon)

Experience of incumbent(s) in BAL

7.78 yrs

Experience of incumbent(s) before joining BAL

1.88 yrs (Tata Motors)

1.67 yrs (VE Commercial Vehicles Ltd)