Rahul Raina

About Rahul Raina

Hi, I’m Rahul — I lead large-scale CX & Dealer Development programs during the…

Experience

1. Ecommerce & Market Rep Lead

   MSX International

   May 2018 — Present · Mumbai, IN

   Dynamic leader with a proven track record of driving impactful customer experience (CX) initiatives. Highlights include:Spearheaded the successful launch of Ford Online Reservations, onboarding 500+ dealers onto the eCommerce Marketplace Platform across IMG Region.Partnered with Ford Global CX Operations to deploy the Ford Consumer Experience Program, resulting in significant year-over-year improvements across key metrics.Orchestrated Employee Viewpoint Surveys utilizing Medallia, enhancing employee experience and overall CX, fostering a positive workplace culture.Executed impactful Disney CX immersive events for Ford Dealer Principals, strategically instilling a CX-centric mindset as a key business strategy.Led multiple CX transformations focusing on strategic measurement, resulting in a customer-centric culture and substantial cost reduction for Ford IMG & over 100 stores.Innovated the Distributor Center of Excellence Academy Model for Direct Markets (MEA/SSA), driving reduced costs and heightened performance among distributors.Revitalized and aligned the Global CX Strategy for the IMG Region, emphasizing simplicity, regionalization, flexibility, and relevance.Directed impactful dealer staff surveys, store surveys, and effectively utilized Customer Viewpoint Data, championing the Customer Experience Management (CEM) Program throughout the Region.

Skills

• Marketing Communications
• Data Analysis
• Management
• Pricing
• Sales Operations
• Market Research
• Marketing
• Online Marketing
• Account Management
• Marketing Strategy
• Sales
• Managing Large Budgets
• Dealer Training
• Business Development
• Team Management
• Brand Management
• Sales Management
• Dealer Network Development
• Crm
• Key Account Management
• Competitive Analysis
• Business Strategy
• Budget Monitoring