D2C Customer Experience Specialist - Four Wheeler Manufacturing

Job Description (Roles & Responsibilities)

D2C Customer Experience Specialist : Position holder to have strategic & analytical mind. He / she should be having understanding of Sales Planning & Operations, Channel Management & Sales. He / She will lead D2C business, responsible for implementing & executing processes in collaboration with all stakeholders (Field team, command center, franchise, plant, IT, FRX, CRM, etc.) and generate results as per overall strategy

- Channel Management : Evaluate market potential for EV and set up qualification criteria for franchise addition, Develop a process for franchise Invitation and scrutiny of applications / assessing franchises potential basis pre-defined norms.

- Command Center Mgt.: Timely updation to command center (CC) w.r.t booking status, order status, payment, allocation, invoicing, dispatch, production plan, waiting period, delivery status, cancellation, refund etc. to enable timely resolution of customer queries. Monthly evaluation of CC capability in handling enquiries & customer queries by analysing conversion ratios, Lost case analysis, VOC etc.

- I.T System Management :Ensuring smooth functioning of D2C platform in terms of IT, Timely updation of key milestones of customer journey in My profile page, Resolution of platform related complaints by coordination with IT & related dept, Model / trim validation in system, Real time & seamless flow of information b/w all IT platforms

- Managing Customer Complaints, Close communication between HQ, RO, franchise, call centre. Time to time IT Infra readiness. Tracking complete customer purchase journey & provide seamless experience.

Qualification Required: B.E/B.Tech/MBA

Experience : 6-8 Years

Industry: Automobile only