Job DescriptionJob Profile – Head, Customer Experience
NDhoot Group | Jodhpur
nPosition Summary
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.
NKey Responsibilities
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- Own customer satisfaction (CSI, NPS and customer feedback) across all dealerships. N
- Lead the CRM and customer relations function, ensuring timely follow-ups and communication. N
- Manage and resolve escalated customer complaints within defined timelines. N
- Establish and implementDhoot Group customer experience standards across all locations. N
- Conduct regular audits of showroom hospitality, delivery experience, cleanliness, and customer touchpoints. N
- Drive customer retention, repeat business, and referral programs. N
- Publish weekly and monthly customer experience reports for leadership. N

nKey Performance Indicators (KPIs)
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- Customer Satisfaction (CSI/NPS) N
- Complaint Resolution Turnaround Time N
- Google Ratings & OnlineReputation N
- Customer Retention & Referral Growth N
- CRM Follow-up Compliance N

nIdeal Candidate Profile
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- 7–12 years of experience in automotive retail, hospitality, banking, aviation, or luxury customer experience. N
- Strong leadership, CRM,and customer service management experience. N
- Excellent communicationand interpersonal skills in English and Hindi. N
- Highly process-driven, customer-focused, and data-oriented. N

nReporting Structure
NReports to: Dealer Principal / CEO – Dhoot Group
NTeam Managed: CRM Manager, CRM Executives, Customer Relations Executives, and Delivery Experience Team.
NDhoot Group Customer Promise
N"Every customer who walksinto a Dhoot Group dealership should leave with an experience that is warm, transparent, skilled, a

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