Job Purpose:
This role is singularly accountable for the operationalization, execution, and governance of the
Customer Experience (CX) strategy across the entire retail and service network. The core objective is to translate the CX strategic vision and brand promise into quantifiable, actionable, and consistently high on-the-ground performance, rigorously ensuring every customer touchpoint delivers the stipulated premiumbrand experience.
A key responsibility is to drive the effective and timely rollout, as well as the mandatory adoption, of all recent processes, technology platforms, and revised interaction protocols throughout the entire ecosystem.

Position Overview:
Location: Chennai
Position Title: Deputy Manager
Reports to: Lead - CX
Function: Brand

What you’ll do:

CX Strategy Execution & Physical & digital Implementation:
Strategic Deployment: Plan, manage, and execute all strategic CX initiatives, with a particular emphasis on the physical and digital transformation of the customer journey.
Pilot and Rollout Management: Design, coordinate,



and lead pilot programs for new CX
technologies,Sop’s, and process changes.
Training and Enablement: Develop, deliver, and continuously refine comprehensive training and enablement programs tailored to different functional roles (sales consultants, service advisors, managers). Ensure the effective transfer of knowledge and capability, leading to immediate process adoption and proficiency.

Data, Process Governance:
CX Measurement and Reporting: Oversee the operational execution and data integrity of the CX measurement framework (e.g., Net Promoter Score - NPS, Customer Satisfaction - IM). Analyze performance data to identify systemic process gaps, regional inconsistencies, and training deficiencies.
Feedback Loop Management: Establish and manage a structured feedback loop with the frontline teams to capture practical challenges, process friction points, and opportunities for process refinement.
Technology Adoption Tracking:

📌 Customer Experience Manager (Chennai)
🏢 Royal Enfield
📍 Chennai