Lead - Digital Customer Experience & Media Operations

Cluster - 3 wheelers/commercial vehicle

Role Purpose

Drive customer acquisition, engagement, and conversion across digital and assisted channels by managing customer journeys, digital media operations, digital platforms, search visibility, online reputation, and contact centre experience. The role is accountable for improving lead quality, conversion efficiency, customer satisfaction, and marketing ROI.

Key Responsibilities

- Own and govern end-to-end customer journeys across customer segments from discovery, enquiry, purchase, and advocacy.
- Identify customer pain points, moments of truth, and funnel drop-offs through journey analytics and customer experience dashboards.
- Drive continuous improvement through structured experiments, data-driven interventions, and customer insight-led actions.
- Lead digital media operations across performance marketing and integrated campaigns to maximize qualified leads, conversion, and ROI.
- Manage the performance, content quality, and conversion effectiveness of websites, landing pages, microsites, chatbots, and WhatsApp journeys.
- Drive SEO, local search optimization,



dealer discoverability, and Google Business Profile management to improve organic traffic and enquiries.
- Govern web analytics, attribution frameworks, tag management, pixel implementation, and marketing technology platforms.
- Lead social listening, online reputation management, sentiment monitoring, and community engagement initiatives to strengthen brand trust and advocacy.
- Manage contact centre operations across call, chat, email, and digital support channels to deliver a superior customer experience.
- Govern lead management processes, SLA adherence, VOC programs, quality assurance, knowledge management, vendor performance, privacy compliance, and partner governance.

Key Performance Indicators

- Qualified Lead Generation
- Lead-to-Sale Conversion
- Digital Funnel Efficiency
- Contactability Rate
- Cost per Lead (CPL)
- Cost per Sale (CPS)
- Website & Landing Page Conversion Rate
- Organic Traffic Growth
- Customer Satisfaction (CSAT/NPS)
- Customer Sentiment Score
- SLA Adherence
- Digital Contribution to Sales

📌 Lead - Digital Customer Experience and Media (3 wheelers, Commercial) (Bengaluru)
🏢 TVS Motor
📍 Bengaluru