Voice of Customer Executive Full Time

Overview of the role:

• The primary focus of the role will be to develop and optimize of the customer journey, ensuring a best-in-class approach to all customer touchpoints and operate as the voice of the customer and intimately manage and tailor every experience to the brand and product. target is the end-to-end purchase funnel, conversion rate and seamless on-line to offline customer experience, whether it be new, used, fleet or aftersales customers.

What you will do:

• Ensure readiness of all touch points and constantly improve and feedback to the business areas of improvement, pragmatically owning the improvement implementation.
• Support and implement an aggressive 3-year network strategy across UAE to achieve world class EV customer journey in new retail and dealerships environments, covering aftersales and delivery touchpoints
• The role will directly deliver training and advice to team members, work with customers to understand their experience and proactively and directly implement changes in process and operation.
• Develop a seamless end to end customer journey through all offline customer interactions including online to offline sales conversions and handovers.
• Managing highest efficiency on end-to-end purchase funnel and improve conversion rates and NPS.
• Support and implement an aggressive 3-year network strategy across UAE to achieve world class EV customer journey in new retail and dealerships environments, covering aftersales and delivery touchpoints.
• Ensure on-going optimization, development, and evolution of all customer journeys from sales to service and beyond (charging, parking benefits, tertiary services and driver benefits)
• Support and deliver on new retail, service and delivery location customer journey planning with network development, architectural and marketing teams to build world-class locations.
• Supports Marketing with creating seamless online customer journey which is consistent with the offline experience.
• Promote customer experience best practice and ensure the customer journey process is delivered consistently by the Retail, digital and service teams.
• Implement programs to improve NPS (net promoter score).
• Report on pulse and voice of the EV customers within brand and outside within wider EV market to help develop industry leading proposition.
• Ensure through the funnel on-line lead generation and conversion optimization through world-class training and knowledge sharing.
• Work with the training and development team to create and support implementation of the training requirements to increase conversion.
• Work with brands to align on CX and map, manage and implement and new protocols for each product or launch.
• Apply a KAIZEN mindset to constant testing and improving of the customer journey with a focus on the customers perspective to any new program.
• Report on all customer feedback and implement development and improvement plans.
• Contribute to customer insights and journey mapping.
• Contribute to conversion rates and NPS
• Responsible for the development of EV knowledge and practices
• Drive performance of the team through measurable KPIs
• Ensure 100% compliance with Standard Operating Procedures
• Drive Al-Futtaim Values in workplace.

Required Skills to be successful:
1.- Project management experience.
2.- Relationship management.
3.- Customer journey experience.
4.- Previous experience in high-growth businesses and start-ups.

What equips you for the role:

• Bachelor’s Degree in Business, Engineering or Marketing.
• Experience in training or designing customer journeys with focus on digitally connected customers
• A customer experience fanatic that has led projects to build ecosystems designed for optimal customer experience.
• Creation and practical implementation of sales and operations programs.
• Experience working with retail networks and sales people.
• Ideally electric vehicle automotive experience with understanding of EV ecosystems.

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Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.