JS GROVER AUTOMOTIVE PVT LTD

We are looking for a visionary and customer-obsessed Head of Customer Experience (CX Head) to lead and elevate the customer journey across all touchpoints. This leadership role is responsible for designing, implementing, and optimizing customer experience strategies that drive satisfaction, loyalty, and business growth. The ideal candidate will have deep experience in customer-centric roles, excellent leadership skills, and a proven track record of delivering measurable improvements in customer experience metrics. Key Responsibilities: Own and define the customer experience vision and strategy across all channels and departments. Map and analyze the end-to-end customer journey, identifying pain points and opportunities for improvement. Lead cross-functional initiatives to enhance customer satisfaction, retention, and Net Promoter Score (NPS) Collaborate closely with Sales, Marketing, Product, Support, and Operations to ensure a seamless and consistent experience. Implement systems and processes to collect, analyze, and act on customer feedback and data. Champion a customer-first culture throughout the organization. Identify and apply best practices in CX, including the use of technology, automation, and personalization. Lead and develop the Customer Experience team, including CX managers, analysts, and customer care leaders. Establish KPIs and dashboards to monitor and report on customer experience performance. Handle high-impact customer escalations with empathy and efficiency, ensuring issue resolution and root cause analysis. Job Type: Full-time Pay: ₹420,000.00 - ₹540,000.00 per year Benefits: Cell phone reimbursement Provident Fund Work Location: In person

Oversee the performance management of the employees and assist in salary planning. Steer HR-related projects and initiatives throughout the year, maintain HR-related spreadsheets, update and distribute it on a predetermined schedule. Develop labour policies. Manage dispute resolutions involving unions, management, employees or government agencies, etc. Create termination packages, complete assigned terminations, ensure all termination paperwork is complete as per requirements Oversee all necessary paperwork, employee communications, benefits maintenance, leave tracking, management reports, workers compensation claims, and return to work programs is completed Job Type: Full-time Pay: ₹300,000.00 - ₹360,000.00 per year Schedule: Day shift Supplemental Pay: Performance bonus Yearly bonus Ability to commute/relocate: Pathankot, Punjab: Reliably commute or planning to relocate before starting work (Preferred) Education: Diploma (Preferred) Experience: Human resources management: 2 years (Required) Work Location: In person