Job Description
Job 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
n
- n
- 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 implement Dhoot 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)
n
- n




- Customer Satisfaction (CSI/NPS)n
- Complaint Resolution Turnaround Timen
- Google Ratings & Online Reputationn
- Customer Retention & Referral Growthn
- CRM Follow-up Compliancen

nIdeal Candidate Profile
n
- n
- 7–12 years of experience in automotive retail, hospitality, banking, aviation, or luxury customer experience.n
- Solid leadership, CRM, and customer service management experience.n
- Excellent communication and 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 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