SENIOR EXECUTIVE – CUSTOMER EXPERIENCE & ANALYTICS

Who Are We?

Boasting a rich heritage of more than 75 years in the Automotive industry, Associated Motorways (Pvt) Ltd. (AMW) are the authorized agents for vehicle brands such as Nissan, Suzuki, Renault, Yamaha and New Holland tractors, supported by AMW Capital Leasing & Finance. The company is also a major manufacturer and exporter of industrial tyres since its inception. AMW is also the exclusive distributor of BP Castrol Lubricants represented by a strong dealer network island wide. The company is a fully owned subsidiary of the Al-Futtaim Group, U.A.E.

Overview of the Role:

The Senior Executive – Customer Experience & Analytics is responsible for managing and analyzing CSI, SSI, NPS, and customer feedback across AMW automotive brands. The role focuses on converting customer insights into actionable recommendations that enhance customer experience, strengthen customer loyalty, and support continuous business improvement.

Key Responsibilities:

• Manage and analyze CSI, SSI, NPS, and customer feedback across brands and touchpoints, identifying trends, gaps, and improvement opportunities.
• Analyze customer comments, complaints, and feedback to uncover service issues and recommend corrective actions.
• Develop and maintain Power BI and Excel dashboards and provide timely management reports on customer experience performance.
• Drive customer recovery initiatives and monitor corrective actions through to closure.
• Conduct root-cause and trend analysis, linking customer feedback to operational performance and improvement opportunities.
• Collaborate with cross-functional teams to implement customer experience improvements and monitor progress.

What Equips You for the Role:

• Bachelor's Degree in Business Management, Marketing, Statistics, Economics, Data Analytics, Automotive Management, or a related discipline.
• Minimum 3 years of experience in customer experience, customer insights, market research, CRM, business analytics, data analytics, or automotive customer service.
• Experience in customer satisfaction programmes, survey analytics, or automotive customer operations will be an advantage.
• Strong proficiency in Microsoft Excel, PowerPoint, and Word.
• Familiarity with Power BI, dashboard development, and data visualisation tools.

Required Skills to be Successful

• Customer insight and survey analytics.

• Power BI, data visualization, and dashboard development.

• CRM and customer database analysis.

• Advanced Excel and PowerPoint skills.

• Commercial awareness and business acumen.

• Strong analytical and problem-solving skills.

• Effective stakeholder management and collaboration.

• Excellent communication and data storytelling skills.

• Initiative and continuous improvement mindset.

Send your resume to [email protected] with the subject line " Senior Executive – Customer Experience & Analytics " within 14 days of this advertisement.