Job Profile – Head, Customer ExperienceDhoot Group | JodhpurPosition SummaryThe Head – Customer Experience will be responsible for creating and maintaining a world-class customer journey across all Dhoot Group dealerships. This role will ensure every customer receives a seamless, premium, and consistent experience from enquiry to delivery and throughout the ownership journey.Key Responsibilities- Own customer satisfaction (CSI, NPS and customer feedback) across all dealerships.- Lead the CRM and customer relations function, ensuring timely follow-ups and communication.- Manage and resolve escalated customer complaints within defined timelines.- Establish and implement Dhoot Group customer experience standards across all locations.- Conduct regular audits of showroom hospitality, delivery experience, cleanliness, and customer touchpoints.- Drive customer retention, repeat business,



and referral programs.- Publish weekly and monthly customer experience reports for leadership.Key Performance Indicators (KPIs)- Customer Satisfaction (CSI/NPS)- Complaint Resolution Turnaround Time- Google Ratings & Online Reputation- Customer Retention & Referral Growth- CRM Follow-up ComplianceIdeal Candidate Profile- 7–12 years of experience in automotive retail, hospitality, banking, aviation, or luxury customer experience.- Solid leadership, CRM, and customer service management experience.- Excellent communication and interpersonal skills in English and Hindi.- Highly process-driven, customer-focused, and data-oriented.Reporting StructureReports to: Dealer Principal / CEO – Dhoot GroupTeam Managed: CRM Manager, CRM Executives, Customer Relations Executives, and Delivery Experience Team.Dhoot Group Customer Promise"Every customer who walks into a Dhoot Group dealership should leave with an experience that is warm, transparent, professional, and memorable."

📌 Head Of Customer Experience (Jodhpur)
🏢 Dhoot Group Jodhpur
📍 Jodhpur