Head of Customer Experience

Job Profile – Head, Customer Experience

Dhoot Group | Jodhpur

Position Summary

The Head – Customer Experience will be responsible for creating and maintaining a world-class customer journey across all Dhoot Group dealerships. This role will ensure every customer receives a seamless, premium, and consistent experience from enquiry to delivery and throughout the ownership journey.

Key Responsibilities

- Own customer satisfaction (CSI, NPS and customer feedback) across all dealerships.
- Lead the CRM and customer relations function, ensuring timely follow-ups and communication.
- Manage and resolve escalated customer complaints within defined timelines.
- Establish and implement Dhoot Group customer experience standards across all locations.
- Conduct regular audits of showroom hospitality, delivery experience, cleanliness, and customer touchpoints.
- Drive customer retention, repeat business, and referral programs.
- Publish weekly and monthly customer experience reports for leadership.

Key Performance Indicators (KPIs)

- Customer Satisfaction (CSI/NPS)
- Complaint Resolution Turnaround Time
- Google Ratings & Online Reputation
- Customer Retention & Referral Growth
- CRM Follow-up Compliance

Ideal Candidate Profile

- 7–12 years of experience in automotive retail, hospitality, banking, aviation, or luxury customer experience.
- Strong leadership, CRM, and customer service management experience.
- Excellent communication and interpersonal skills in English and Hindi.
- Highly process-driven, customer-focused, and data-oriented.

Reporting Structure

Reports to: Dealer Principal / CEO – Dhoot Group

Team Managed: CRM Manager, CRM Executives, Customer Relations Executives, and Delivery Experience Team.

Dhoot Group Customer Promise

"Every customer who walks into a Dhoot Group dealership should leave with an experience that is warm, transparent, professional, and memorable."