Customer Experience & Digitization

Job Description

Objective : Drive adoption of digitalization / analytics initiatives to improve efficiency of business operations. Carry out market research on new Digital opportunities and evaluate the same for implementation Support the business operations by designing and carrying out customer engagement programs. Measure, track and analyze customer experience throughout the journey with BharatBenz and provide insights to respective stakeholders for actions to improve customer retention. Enable improved customer (Dealer & End User) experience through the following: 1) Responsible for digital initiatives of Marketing and Sales (MS) & Customer Service (CS) department and the data generated out of these initiatives. 2) Conceptualize digital initiatives that can continuously improve effectiveness and efficiency of MS operations through tools such as VoC, Empower, MS Dynamics CRM, DMS Salesforce etc. 3) Improve emotional connect of the brand by improving customer experience and retention through tools such as BharatBenz Rewards, Customer feedback survey & other customer engagement events etc. 4) Drive improvement in overall UX for end-user as well as immediate customer (Dealer and DICV teams) of BharatBenz products and services. 5) New requirement gathering, planning, budgeting and prioritization for digitalization projects based on business impact. Data analytics and reporting on status of digital initiatives of MS & CS 6) Evaluating, onboarding and managing vendors for digital initiatives: Business Operations + Administrative management. 7) Implementation of new cross-company digital transformation initiatives. Liaison with teams across Daimler Trucks for identifying existing solutions for quick implementation /benchmarking. Required Skill Set 1) Experience in CRM / Business analytics / Planning and organization/Customer facing roles 3) Understanding of the automobile sales & service process (Commercial Vehicle preferred) Competent / Proficient level 4) Working knowledge of Software Development Life Cycle and implementation of large-scale software projects. 5) BRS preparation experience, PMP & Agile methodology certification, working knowledge of full stack development + Cloud technology would be added advantage. 6) CRM tools: Programming and trouble-shooting Advanced / Competent level 7) Experienced in Power point presentations.