Customer Experience Specialist (2-6 Yrs) Gurgaon/Gurugram (After-Sales/Customer Service)

Job Description: Customer Journey Mapping : Develop comprehensive customer journey maps to visualize the end-to-end experience, including all touchpoints and interactions across various channels (e.g., Dealership, website, mobile app, social media, customer support). Customer Journey Implementation : Work collaboratively with partner to implement relevant use cases of Customer experience journey along with Customer Data platform and Dealer mobility solutions. Customer Insights and Analysis : Utilize data analytics tools and customer feedback mechanisms to gather insights into customer behavior, preferences, and pain points. Analyze data to identify trends and opportunities for improvement. Cross-Functional Collaboration : Collaborate with cross-functional teams including marketing, product development, sales, and customer support to ensure alignment and consistency in the customer experience journey. Act as a liaison between departments to drive customer-centric initiatives. Process Optimization : Identify inefficiencies and bottlenecks in the customer journey and work with relevant stakeholders to streamline processes and improve operational efficiency. Customer Engagement Strategies : Develop and implement strategies to enhance customer engagement at various touchpoints throughout the customer journey. This may include personalized communication, targeted marketing campaigns, and loyalty programs. Go To Market Strategy : Work with business team to define GTM strategy for effective implementation of Customer Experience journey and measure and monitor its KPIs. Stay updated on industry trends, best practices, and emerging technologies related to customer experience management. Proactively recommend and implement innovative solutions to enhance the customer journey. Performance Monitoring and Reporting : Establish key performance indicators (KPIs) to measure the effectiveness of customer experience initiatives. Monitor performance metrics regularly and provide reports and insights to management to track progress and identify areas for improvement. (ref:updazz.com)

Payroll Type : Permanent