Electric Vehicle Customer Experience Manager
|Company Name:||Al Futtaim Private Company LLC|
|Employment Type:||Full Time|
|No. Of Vacancies:||1|
|Overview of the role:|
The primary focus of the role will be to focus on the development and optimization of the customer journey, ensuring a best-in-class approach to all customer touchpoints and ensure 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.
What you will do:
Operate as the voice of the customer and intimately manage and tailor every experience to the brand and product.
Ensure readiness of all touch points and constantly improve and feedback to the business areas of improvement, pragmatically owning the improvement implementation.
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.
Manage 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)
Lead 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.
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 constantly improve the training requirements to increase conversion.
Align with Franchise directors to understand pain points and present development plans for individuals and wider brand positioning.
Work with brands to 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.
Manage all customer feedback and implement development and improvement plans.
Management of customer insights and journey mapping.
Responsible for the development of EV knowledge and practices
Builds comprehensive insights into market EV practices.
Establish lean and effective structure and team.
Ensure 100% compliance with Standard Operating Procedures.
Required Skills to be successful:
1.- Customer management.
2.- Experience with customer journey map.
3.- Reporting experience.
4.- Proficient in Microsoft Office.
About the Team:
Reporting to the GM – EV Customer Experience & Strategy and will closely with the broader internal and external stakeholders.
What equips you for the role:
Bachelor’s Degree or Master’s Degree in Business, Engineering or Marketing.
3 – 5 years’ experience designing customer journeys with focus on digitally connected customers.
Experience with leading projects to build ecosystems designed for optimal customer experience.
Previous experience in high-growth businesses and start-ups is highly preferable.
Experience with creation and practical implementation of programs.
Experience working with retail networks and sales people.
Ideally Electric Vehicle Automotive experience with understanding of EV ecosystems.