Electric Vehicle Customer Experience Manager

Job Description

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.

Skills

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.