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