Job Description

EXPECTED END RESULTS

MAJOR ACTIVITIES

Customer Experience Framework

Develop and manage the overall strategy for the Customer Experience framework, covering the pre-defined customer journeys and touch points (entire consumer journey from discovery to purchase to ownership to repurchase.) Oversee integration of online and offline Marketing programs that impact the Customer Experience


PACE (Nissan website)

Insights, annual strategy/roadmap, optimisation of the PACE platform for Nissan to ensure seamless delivery of digitally enabled customer experience Work extensively with creative and technical agency partners to maintain Nissan website as per Nissan's GOLD customer experience standards Ensure continuous updation on the website (PACE Platforms) of content Specific strategies and roadmap to improve the Key Buying Actions (KPIs) Detailed Analysis and tracking of Omniture learnings to regularly monitor performance SEO and SEM optimisation


Cross Functional Customer Experience

Oversee integration of online and offline Marketing programs that impact the Customer Experience Collaborate with other departments in creating new retailer programs, customised tools and resources to better deliver an exceptional customer experience.


Examples: Configurators, Finance Calculators, Dealer Sales Tools, etc), Ecommerce for Sales and Aftersales, Leads Management, AR/VR/AI/Machine Learning, Mobile Ecosystem (including apps), Mobility Solutions (Connected Cars), Dealer and Retail focussed ecosystem set-up

Evaluation and analysis of departmental work processes to identify opportunities to improve ROI across digital media (Precision marketing), channels (Tagging implementation) and technical system integrations to
re-engineer workflow for seamless Customer Experience
Develop breakthrough initiatives using insights to create an innovative Customer Experience environment for the Nissan


Joint Business Partnerships

Collaborate with key industry leaders across data, media and technology to drive Joint business Partnerships (Google, Meta, Adobe) Manage the relationship closely to deliver innovative and ROI driven initiatives for Nissan


Data Analytics and Dashboard Implementations

Collaboratively establish and monitor Customer Experience KPI's, based on industry leading measures and delivery of the brand promise Track and implement measure to improve Website performance metrics across KBAs Observe Omniture trends to deep dive into traffic analysis to improve ROI Analyse insights from tools like Adobe and Preparing weekly, monthly management reports


Online Reputation Management

Manage online reputation of brand Nissan across all social touchpoints like Facebook, Instagram, Twitter and YouTube. Lower the first level response time for tickets opened Reduce over all TAT for normal ticket Manage online crisis by understanding voc and take appropriate actions after aligning on one voice between legal, comms, after sales, training and marketing Manage the ORM partners NU and Locobuzz/Sprinklr (online listening agency) to optimise resources and automate the ORM process. Introduce AI based tools to lower the overall cost and make the process more efficient

Gurugram Haryana India