Job Profile – Head, Customer Experiencen

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nDhoot Group | Jodhpurn

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nPosition Summaryn

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nThe 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.n

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nKey Responsibilitiesn

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n- Own customer satisfaction (CSI, NPS and customer feedback) across all dealerships.n

n- Lead the CRM and customer relations function, ensuring timely follow-ups and communication.n

n- Manage and resolve escalated customer complaints within defined timelines.n

n- Establish and implement Dhoot Group customer experience standards across all locations.n

n- Conduct regular audits of showroom hospitality, delivery experience, cleanliness, and customer touchpoints.n

n- Drive customer retention, repeat business, and referral programs.n

n- Publish weekly and monthly customer experience reports for leadership.n

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nKey Performance Indicators (KPIs)n

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n- Customer Satisfaction (CSI/NPS)n

n- Complaint Resolution Turnaround Timen

n- Google Ratings & Online Reputationn

n- Customer Retention & Referral Growthn

n- CRM Follow-up Compliancen

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nIdeal Candidate Profilen

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n- 7–12 years of experience in automotive retail, hospitality, banking, aviation, or luxury customer experience.n

n- Solid leadership, CRM, and customer service management experience.n

n- Excellent communication and interpersonal skills in English and Hindi.n

n- Highly process-driven, customer-focused, and data-oriented.n

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nReporting Structuren

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nReports to: Dealer Principal / CEO – Dhoot Groupn

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nTeam Managed: CRM Manager, CRM Executives, Customer Relations Executives, and Delivery Experience Team.n

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nDhoot Group Customer Promisen

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n"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