Head – Customer Experience

Company Overview

Euler Motors is one of India's leading electric commercial vehicle manufacturers, focused on building next-generation electric vehicles (EVs) designed for the logistics and commercial mobility ecosystem. With a strong emphasis on innovation, reliability, and customer uptime, Euler Motors is redefining the ownership experience through technology, service excellence, and customer-first operations.

Job Summary

The Head – Customer Experience will own and transform the end-to-end customer journey, managing everything from vehicle delivery and onboarding to after-sales service, customer support, and long-term retention. This hands-on leadership role requires significant expertise in the automotive industry, preferably in passenger cars, focusing on building customer-centric organizations and leading teams through operational excellence.

Responsibilities

• Own the end-to-end customer experience strategy across all customer touchpoints.
• Lead customer support, customer care, escalation management, and service excellence initiatives.
• Drive customer satisfaction (CSAT), Net Promoter Score (NPS), retention, and customer loyalty.
• Personally manage critical customer escalations and conflict resolution involving key customers and stakeholders.
• Build scalable customer experience processes, governance, and operating frameworks.
• Partner with Sales, Service, Product, Engineering, Quality, and Operations to eliminate recurring customer pain points.
• Establish Voice of Customer (VoC) mechanisms and convert customer feedback into actionable business improvements.
• Define and monitor service SLAs, escalation matrices, and customer response standards.
• Lead, coach, and develop high-performing customer experience teams across regions.
• Build dashboards and performance metrics to continuously improve customer experience.

Qualifications

• 20+ years of experience in Customer Experience, Customer Service, After Sales, or Customer Operations.
• Strong preference for candidates from Passenger Vehicle Original Equipment Manufacturers (OEMs).
• Proven experience handling complex customer escalations and conflict resolution.
• Deep understanding of dealership operations, service networks, and customer lifecycle management.
• Experience driving customer satisfaction improvements at scale.
• Strong cross-functional leadership and stakeholder management capabilities.
• Comfortable working in a fast-paced, high-growth environment.

Preferred Skills

• Strong analytical mindset with the ability to derive insights from data.
• Excellent communication and interpersonal skills.
• Familiarity with customer experience tools and technologies.

Experience

• Minimum of 20 years of relevant experience in the automotive sector, emphasizing customer experience and service.

Environment

• Flexible location, with options for Gurgaon or Bengaluru-based work.
• Full-time role, suitable for a fast-paced and high-growth environment.

Salary

• Salary information is not specified.

Growth Opportunities

• Opportunities for career advancement in a rapidly scaling organization focused on redefining customer experience in the electric vehicle segment.

Benefits

• Details regarding benefits are not specified.