Cars24.com - Program Manager - Customer Lifetime Value

About the job

CARS24 is your single stop for buying or selling used cars. We've brought together cutting-edge technology with world and country-wide partners and more importantly, a deep understanding of what buyers and sellers need. We solve all pain points associated with selling an existing car or purchasing a pre-loved one. Whether you're buying or selling, you get a quick, easy, fair, transparent, hassle (and haggle) free process, with a guarantee of top service and quality.

Founded in India in 2015, we've now established ourselves in the United Arab Emirates, Australia, and Thailand.

We are a next-generation and fast-growing e-commerce platform valued at over 3.3 billion dollars, aiming to revolutionize the way pre-owned cars are bought in the UAE.

Our success is an echo of a dream team that directs and leads with passion.

The SGM - Revenue & Customer Experience at CARS24 UAE will be a key leader with a mandate to drive revenue growth every quarter and will also be a customer-first operator to make CARS24 UAE the most customer satisfaction-obsessed firm in the Middle East automotive sector.

Revenue:

You will be responsible for maximizing Customer Lifetime Value (CLTV). You will own all current and new strategic projects to drive revenue and monetization including cross-selling and upselling, identifying new opportunities to launch and scale new business lines as well as new channels of revenue for current verticals.

It is an exciting mandate and within your first 100 days you will be:

1. Conceptualizing, building, and launching a new business line from scratch

2. Driving upsell and cross-sell revenue by improving sales of current "Value Added Services" (Warranty/Service Contracts/Tinting/Accessories/Insurance and more) and adding more such products

3. Identifying new, but low-cost points of acquisition for Value Added Services (CRM, partnerships, content marketing, and more) to drive business

4. Scaling the CARS24 servicing business to 1.5x current volumes

This is a strategic team that works very closely with Product and BI for launch and is partnered with Sales and Refurb teams for sales and fulfillment.

Customer Experience:

You will be ensuring that online and offline processes are set up in a manner to maximize customer delight and minimize friction. You will own all-important customer experience metrics and drive them up, MoM.

As the SGM - Revenue & Customer Experience, you will be expected to:

- Work on setting up/improving. Digitising processes to continuously elevate customer experience through sharp customer insights and market benchmarks

- Own all CEx metrics like NPS scores, Reviews, and Ratings as well as Grievance Resolution metrics like TAT, CSAT, and Reopen Rate

- Conduct frequent and regular quality audits on each part of the process and strive for quick resolution, wherever necessary

- Own every step of the customer journey by carefully mapping, interfacing, and measuring customer feedback at different touch points including app, tele-callers, third-party pick-up, service executives & customer support

- Have strong attention to detail in all aspects around process, product, people & data

- Be the voice of the customer for the organization

- Showcase Leadership skills to influence and drive a culture of customer obsession across the organization

Qualifications

1. Post Graduate with over 7 years of post-MBA experience in Start-ups or similar high-growth, performance-oriented firms

2. Prior experience in owning a P&L as well as leading Customer Experience teams is critical

3. Strong expertise in being able to think through both Product as well as Process solutions to any problem

4. Extremely strong stakeholder management skills to be able to advocate for the customer as well as rally support for new verticals

5. Strong problem-solving and analytical skills coupled with good communication and ability to articulate in written form.

6. Prior experience in having led mid-size teams preferred, especially cross-geography.

This is a hybrid (in-house + Call Centre) cross-geography team (UAE + India) that works closely with every single team in the organization