As our Customer Experience Manager – Mobility, you will be responsible for developing and executing strategies that deliver seamless, customer-centric experiences across all Mobility Retail outlet service touchpoints.
- You will ensure seamless end-to-end motorbikes
onboarding, proactively identify and address customer needs, maintain
consistent service standards, and use feedback to drive continuous
improvement.
- By leveraging data insights, process innovation,
and cross-functional collaboration, you will enhance customer
satisfaction, build brand loyalty, and strengthen our organization’s
competitive edge.
About Us
- In this role, you will be at the forefront of
transforming our customer experience across all Mobility Retail outlets.
Your primary focus will be maintaining End-to-End Motorbike Onboarding
across all retail outlets, ensuring our customers receive exceptional
service from the moment they walk through our doors. You will monitor and
improve key customer satisfaction metrics including CSAT and NPS scores,
using sophisticated feedback mechanisms to identify service gaps and
opportunities for enhancement.
- Working collaboratively with IT, marketing,
product, and sales teams, you will align customer service strategies with
broader business goals while designing, testing, and documenting new
processes that improve mobility customer onboarding and service delivery.
You will develop and deliver comprehensive staff training programs on
retail customer service best practices, product knowledge, and process
protocols, ensuring our teams are equipped to deliver world-class service.
Expertise
- We are looking for a seasoned professional who
can lead, coach, and mentor teams while fostering a high-performance
culture through continuous feedback, training, and professional
development.
- You should have a bachelor’s degree in business
administration or a related field with 7+ years of experience in customer
experience management, retail operations, or related roles.
- Your demonstrated ability to lead and train
teams with a focus on performance improvement, combined with excellent
communication and stakeholder engagement skills, will be essential for
success in this role. Technical proficiency in MS Office Suite, Google
Suite, and CRM systems (e.g., Freshdesk) is required, along with strong
problem-solving ability and a track record of driving data-driven
improvements.
How to Apply
