- Map and optimize the complete sales customer journey across inquiry, test drive, booking, and delivery stages.
- Define and implement CX standards and guidelines for retail sales experience across the dealer network.
- Partner with Digital and CRM teams to introduce digital tools that improve transparency, convenience, and customer engagement.
- Conduct audits, mystery shopping, and feedback analysis to ensure compliance with defined experience standards.
- Collaborate with regional sales teams to resolve customer issues and improve responsiveness.
- Track and improve Sales Satisfaction KPIs
- Design and drive training programs for frontline sales teams on consultative selling and customer engagement.
- Lead and execute pilot CX initiatives and scale them across the network.
- Work cross-functionally to ensure a consistent brand experience for customers.
- Drive the Lead to Sales index journey/no's & conduct analysis on lost leads
Key Skills & Competencies
- Strong understanding of automotive retail operations and sales processes.
- Experience in customer journey design, CX strategy, and digital transformation.
- Analytical mindset with solid problem-solving and change management capability.
- Excellent stakeholder management and communication skills.
- Ability to work with cross-functional teams and drive alignment.
- Proficient in MS Office related skills
- Proficient to conduct 5 why analysis & share the observations/findings with the required stakeholders to drive the required numbers,
Experience & Qualifications
- 2 - 16 years of experience in automotive sales, retail operations, or customer experience roles.
- Bachelor’s degree in Business, Marketing, or related field.
- Experience in CX programs, CRM, or mystery shopping processes preferred.
- Familiar with CRM related tools & jargons used in the industry
- Capability to manage 3rd party vendors - related to call center & also drive the required metrics from them
- 'Open to travel