Customer Experience Manager

Job Purpose:

This role is singularly accountable for the operationalization, execution, and governance of the

Customer Experience (CX) strategy across the entire retail and service network. The core objective is to translate the CX strategic vision and brand promise into quantifiable, actionable, and consistently high on-the-ground performance, rigorously ensuring every customer touchpoint delivers the stipulated premiumbrand experience.

A key responsibility is to drive the effective and timely rollout, as well as the mandatory adoption, of all new processes, technology platforms, and revised interaction protocols throughout the entire ecosystem.

Position Overview:

Location:

Chennai

Position Title:

Deputy Manager

Reports to:

Lead - CX

Function:
Brand

What you’ll do:

CX Strategy Execution & Physical & digital Implementation:

- Strategic Deployment:
Plan, manage, and execute all strategic CX initiatives, with a particular emphasis on the physical and digital transformation of the customer journey.
- Pilot and Rollout Management:
Design, coordinate, and lead pilot programs for new CX
- technologies,Sop’s, and process changes.
- Training and Enablement:
Develop, deliver, and continuously refine comprehensive training and enablement programs tailored to different functional roles (sales consultants, service advisors, managers). Ensure the effective transfer of knowledge and capability, leading to immediate process adoption and proficiency.

Data, Process Governance:

- CX Measurement and Reporting:
Oversee the operational execution and data integrity of the CX measurement framework (e.g., Net Promoter Score - NPS, Customer Satisfaction - IM). Analyze performance data to identify systemic process gaps, regional inconsistencies, and training deficiencies.
- Feedback Loop Management:
Establish and manage a structured feedback loop with the frontline teams to capture practical challenges, process friction points, and opportunities for process refinement.
- Technology Adoption Tracking:
Monitor and report on the mandatory adoption rate and utilization effectiveness of all new digital tools and platforms implemented to support the CX strategy.

Performance KPIs:

- - Successful Implementation Rate of New CX Strategies/Processes:
Measured by the percentage of the network that has fully deployed and gone live with the new process/tool within the defined timeline.
- Adherence and Compliance to Mandated Implemented Processes:
Measured through internal audit scores, and system utilization metrics against set SOPs.
- Efficacy of Customer Journey Understanding and Mapping:
Assessed by the reduction in process-related customer friction points (e.g., drop-off rates, time-to-resolution) as measured by system data.
- Frontline Adoption and Proficiency Score:
Measured through post-training knowledge assessments and system usage rates across the network.
- Improvement in CX Metric Correlation:
Demonstrate a measurable correlation between the
- implementation of new processes and positive movement in key customer-facing metrics (e.g., increase in regional NPS/CSAT scores).

What you'll bring:

Experience:

5+ years of experience in data driven CX startegy

Qualification:

Bachelor's degree/ Master's degree

Why work with us?

We are a global leader in middleweight motorcycles (250-750cc), operating in 65 countries. Royal Enfield’s unique approach to forging our path has led to consistent growth and profitability. Emphasizing our values and brand essence, we strive to transform into a premium experiential brand. By embracing diversity and new ideas from various industries and regions, we are expanding our team for a broader perspective on global markets.

Ready to Join Us?

Apply via our website today. Join our trailblazing team and be a part of our legacy! “So why wait? Join us and experience the freedom of embracing the road, riding with pure motorcycling passion.”