Maruti Suzuki Customer Experience Process Development job

Maruti Suzuki; Gurugram District; On-site; INR 3,033,000 - 3,707,000; Full time

Benefits offered by this job

Opportunity for innovation in customer experience

Dynamic working environment with dedicated professionals

Job summary

Maruti Suzuki is seeking a Customer Experience Process Development expert based in Gurugram, Haryana. This full-time role focuses on leading process improvements, analyzing customer feedback, and utilizing CRM tools to enhance customer satisfaction.

The ideal candidate will have a Bachelor’s degree in Business Administration, Engineering, or a related field, along with strong analytical skills and a customer-centered mindset. Join us in pioneering customer experience strategies that impact customer interactions positively.

Qualifications

• Bachelor’s degree in Business Administration, Engineering, or a related field.
• Advanced qualifications or certifications in customer experience or process improvement are favored.
• Strong analytical skills and proficiency in CRM tools.

Responsibilities

• Lead process improvements and implement solutions to streamline workflows.
• Analyze consumer feedback to enhance the Net Promoter Score (NPS).
• Utilize CRM tools to address customer grievances.

Skills

Strong analytical skills

Proficiency in CRM tools

Customer-centered mindset

Problem-solving capabilities

Education

Bachelor's degree in Business Administration, Engineering, or a related field

Advanced qualifications in customer experience or process improvement

Tools

CRM tools

Job description

Job Title: Customer Experience Process Development

Company: Maruti Suzuki

Location: Gurugram, Haryana

Employment Type: Full-Time

Salary: ₹33.7 Lakhs per year

Degree: Bachelor’s degree in Business Administration, Engineering, or a related field (Advanced qualifications preferred)

Experience: Relevant experience in customer experience, process improvement, or CRM tools.

Responsibilities

• Lead Process Improvements: collaborate with cross‑functional teams to identify inefficiencies in current systems and processes and implement progressive solutions to streamline customer experience workflows, ensuring alignment with Maruti Suzuki’s carrier requirements.
• Customer Feedback Analysis: regularly examine consumer comments from surveys and key touchpoints to pinpoint areas for improvement and extend actionable techniques to enhance the Net Promoter Score (NPS).
• Post‑Service Follow‑Up: utilize CRM tools to address customer grievances, monitor selection timelines to ensure brief and high‑quality closure of complaints.
• Promote Digital Tools: advocate adoption of CRM‑covered digital devices among company workshops, conduct training sessions and demonstrations to show how these tools improve performance and enhance customer delight.
• Support Dealers & Regional Offices: provide on‑site support for CRM issues, ensuring compliance with Maruti Suzuki’s provider requirements and guidelines.

Challenges

• Managing Multiple Projects and Deadlines: handle overlapping priorities and ensure timely deliverables of process improvement initiatives.
• Analyzing Data for Actionable Insights: interpret large datasets from consumer surveys and CRM tools to extract insights, inform decision‑making, and boost customer‑centric strategies.
• Overcoming Resistance to Change: address resistance to new digital tools and strategies at workshops, employing effective communication and change‑management tactics.

Desired Skills and Qualifications

• Educational Requirements: Bachelor’s degree in Business Administration, Engineering, or a related field; advanced qualifications or certifications in customer experience or process improvement are favored.
• Professional Skills: strong analytical skills, proficiency in CRM tools and familiarity with customer survey systems.
• Personal Attributes: customer‑centered mindset, determination to deliver high‑quality service, problem‑solving capabilities to address issues in real‑time.

Benefits

As a pioneer in the Indian vehicle commercial enterprise agency, Maruti Suzuki is dedicated to enhancing purchaser delight and growing memorable testimonies. This function offers an opportunity to contribute to the enterprise’s legacy through developing strategies that impact customer interactions. By becoming a member, you could: be at the leading edge of customer experience innovation; work in a dynamic environment with a collection of dedicated specialists.