Sameer Rai

About Sameer Rai

Accomplished professional with 22+ years of career spanning across Sales, Channel…

Experience

1. Head of Customer Experience

   Srm Motors Pvt. Ltd. - India

   Feb 2022 — Present · Lucknow, IN

   As Head of Customer Experience in SRM Motors responsible for designing, implementing, and managing customer-centric strategies that enhance customer satisfaction, retention, and loyalty. This role involves overseeing customer touchpoints across sales, service, digital platforms, and dealer networks to deliver a seamless and premium automobile ownership experience. Key Roles & Responsibilities :• Develop and execute a comprehensive customer experience strategy aligned with Company business objectives. • Drive a customer-first culture across sales, service, and dealer touchpoints. • Map the complete customer journey to identify pain points and implement improvements.• Monitor and improve key KPIs such as Customer Satisfaction Index (CSI), Net Promoter Score (NPS), and retention rates.• Lead customer grievance redressal processes, ensuring quick and effective resolution. • Work closely with dealerships and service centers to maintain uniform customer experience standards.• Implement digital tools, CRM systems. Collaborate with marketing, sales, and service teams for customer retention and loyalty initiatives.• Conduct training and workshops to improve customer handling skills across teams.• Strong understanding of automobile retail, after-sales, and customer service operations. • Excellent leadership, decision-making, and stakeholder management skills. • Proven ability to improve customer satisfaction and retention.• Strong communication, negotiation, and conflict resolution abilities. Experience & Qualifications:• Bachelor\'s degree in Mechanical Engineering with Masters in Business Administration with 22+ years of experience in customer experience, CRM, or related roles within the automobile industry.• Proven track record of driving customer-centric initiatives at a leadership level. Reporting Structure :•The Head of Customer Experience will report directly to the Managing Director and work closely with Heads of Sales, Service, and Marketing.

Education

• Bangalore University

  Bachelor of Engineering - BE

  1994 — 1998

• Jaipuria Institute of Management

  PGDBA

  1998 — 2001