Voice of Customer Executive

Customer Service
United Arab Emirates 🇦🇪
October 2, 2023

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Job Description

Voice of Customer Executive | Al Futtaim Automotive | BYD

Overview 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.

 

What you will do:

  • 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 NPS 
  • Responsible for the development of EV knowledge and practices 
  • Drive performance of the team through measurable KPIs
  • Ensure 100% compliance with Standard Operating Procedures
  • Drive Al-Futtaim Values in workplace.

 

Skills

Required Skills to be successful:

1.- Project management experience.

2.- Relationship management.

3.- Customer journey experience.

4.- Previous experience in high-growth businesses and start-ups.

 

About the Team:

  • Reporting to the GM – EV Customer Experience & Strategy and will work closely with the sales team and internal and external stakeholders.

 

What equips you for the role:

  • Bachelor’s Degree in Business, Engineering or Marketing. 
  • Experience in training or designing customer journeys with focus on digitally connected customers
  • A customer experience fanatic that has led projects to build ecosystems designed for optimal customer experience.
  • Creation and practical implementation of sales and operations programs. 
  • Experience working with retail networks and sales people.
  • Ideally electric vehicle automotive experience with understanding of EV ecosystems.

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