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

nIdeal Candidate Profile
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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, skilled, and memorable."

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