Job Profile – Head, Customer Experience

Dhoot Group | Jodhpur

Position Summary

The 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 Compliance

Ideal Candidate Profile
7–12 years of experience in automotive retail, hospitality, banking, aviation, or luxury customer experience.
Robust 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 Structure

Reports to: Dealer Principal / CEO – Dhoot Group

Team 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, qualified, and memorable."

📌 Head Of Customer Experience Jaipur
🏢 Dhoot Group Jodhpur
📍 Jaipur