MGR (Customer Experience & Digitisation - Ibu)

About the role

The role will work cross-functionally with Sales, Digital tech, and dealership stakeholders to design, deploy and scale transformation initiatives across the network.

What you'll do

• Drive customer experience improvement across the dealership network through NPS, customer feedback and structured detractor-resolution mechanisms
• Identify customer pain points across key dealership touchpoints and design, pilot and deploy improved customer journeys and experience standards
• Drive end-to-end lead management transformation (RAFTAAR) by simplifying lead capture, mapping customer touchpoints and improving lead nurturing, follow-up and conversion
• Develop digital solutions along with DIGITAL Tech team for target setting, sales planning and performance management to improve frontline sales productivity
• Build structured processes and digital solutions for broker/influencer management, including master data, enquiry tracking and engagement governance

What you need

• Sales
• Performance management
• Talent management
• Any graduate