Electric Vehicle Customer Experience Manager
2 weeks ago
Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United A”rab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organisation to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.
By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.
**Overview of the role**:
- The primary focus of the role will be to focus on the development and optimization of the customer journey, ensuring a best-in-class approach to all customer touchpoints and ensure 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**:
- Operate as the voice of the customer and intimately manage and tailor every experience to the brand and product.
- Ensure readiness of all touch points and constantly improve and feedback to the business areas of improvement, pragmatically owning the improvement implementation.
- 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.
- Manage 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)
- Lead 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.
- 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 constantly improve the training requirements to increase conversion.
- Align with Franchise directors to understand pain points and present development plans for individuals and wider brand positioning.
- Work with brands to map, manage and implement and new protocols for each product or launch.
- Manage all customer feedback and implement development and improvement plans.
- Management of customer insights and journey mapping.
- Responsible for the development of EV knowledge and practices
- Builds comprehensive insights into market EV practices.
- Establish lean and effective structure and team.
- Ensure 100% compliance with Standard Operating Procedures.
**Required Skills to be successful**:
1. Customer management.
2. Experience with customer journey map.
3. Reporting experience.
4. Proficient in Microsoft Office.
**About the Team**:
- Reporting to the GM - EV Customer Experience & Strategy and will closely with the broader internal and external stakeholders.
**What equips you for the role**:
- Bachelor’s Degree or Master’s Degree in Business, Engineering or Marketing.
- 3 - 5 years’ experience designing customer journeys with focus on digitally connected customers.
- Experience with leading projects to build ecosystems designed for optimal customer experience.
- Previous experience in high-growth businesses and start-ups is highly preferable.
- Experience with creation and practical implementation of programs.
- Experience working with retail networks and sales people.
- Ideally Electric Vehicle Automotive experience with understanding of EV ecosystems.
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