Voice of Customer Executive

Job Description

Voice of Customer Executive | Al Futtaim Automotive | BYDOverview of the role:

• The primary focus of the role will be to develop and optimize of the customer journey, ensuring a best-in-class approach to all customer touchpoints and operate as the voice of the customer and intimately manage and tailor every experience to the brand and product. target is the end-to-end purchase funnel, conversion rate and seamless on-line to offline customer experience, whether it be new, used, fleet or aftersales customers.

• Ensure readiness of all touch points and constantly improve and feedback to the business areas of improvement, pragmatically owning the improvement implementation.
• Support and implement an aggressive 3-year network strategy across UAE to achieve world class EV customer journey in new retail and dealerships environments, covering aftersales and delivery touchpoints
• The role will directly deliver training and advice to team members, work with customers to understand their experience and proactively and directly implement changes in process and operation.
• Develop a seamless end to end customer journey through all offline customer interactions including online to offline sales conversions and handovers.
• Managing highest efficiency on end-to-end purchase funnel and improve conversion rates and NPS.
• Support and implement an aggressive 3-year network strategy across UAE to achieve world class EV customer journey in new retail and dealerships environments, covering aftersales and delivery touchpoints.
• Ensure on-going optimization, development, and evolution of all customer journeys from sales to service and beyond (charging, parking benefits, tertiary services and driver benefits)
• Support and deliver on new retail, service and delivery location customer journey planning with network development, architectural and marketing teams to build world-class locations.
• Supports Marketing with creating seamless online customer journey which is consistent with the offline experience.
• Promote customer experience best practice and ensure the customer journey process is delivered consistently by the Retail, digital and service teams.
• Implement programs to improve NPS (net promoter score).
• Report on pulse and voice of the EV customers within brand and outside within wider EV market to help develop industry leading proposition.
• Ensure through the funnel on-line lead generation and conversion optimization through world-class training and knowledge sharing.
• Work with the training and development team to create and support implementation of the training requirements to increase conversion.
• Work with brands to align on CX and map, manage and implement and new protocols for each product or launch.
• Apply a KAIZEN mindset to constant testing and improving of the customer journey with a focus on the customers perspective to any new program.
• Report on all customer feedback and implement development and improvement plans.
• Contribute to customer insights and journey mapping.
• Contribute to conversion rates and NPSÿ
• Responsible for the development of EV knowledge and practicesÿ
• Drive performance of the team through measurable KPIs
• Ensure 100% compliance with Standard Operating Procedures
• Drive Al-Futtaim Values in workplace.

Keyskills :