Head of Network & Customer Experience

Job Purpose

Head of Networks is a strategic leadership role responsible for designing, developing, and managing a high-performing network of ARTC showrooms, Workshops, and Warehouses and customer journey at ARTC. The incumbent will ensure the network operates efficiently to meet customer needs while driving revenue growth, market expansion, and maintaining brand standards.

Job Responsibilities

• Develop and implement the overall network strategy in alignment with organizational goals.
• Identify market opportunities and oversee the planning and execution of new Showrooms openings and after sales expansions.
• Conduct feasibility studies and ROI analyses for potential network expansions.
• Conduct retail network planning studies
• Define and monitor KPIs to ensure network efficiency, profitability, and customer satisfaction.
• Regularly review showrooms and workshops performance, providing actionable insights and support for improvement.
• Benchmark performance against industry standards to ensure competitiveness.
• Establish strong relationships with network stakeholders.
• Lead negotiations and manage contracts with network partners to ensure mutual benefit and compliance with company policies.
• Ensure that all network locations comply with brand guidelines, operational standards, and regulatory requirements.
• Ensure all facilities always remain fully operational to support uninterrupted sales and aftersales processes, thereby optimizing overall business performance and customer satisfaction
• Implement systems and processes to improve network visibility, tracking, and reporting.
• Analyze market trends, competitor activities, and customer preferences to identify opportunities for growth and innovation.
• Leverage digital tools and technologies to enhance network efficiency and customer engagement.
• Manage team of professionals and provide necessary training to bring them to next level.
• Manage the whole customer journey from pre-sales to aftersales including the tools that go with.
• Liaise with the all OEMs about Corporate Identity and standards and to implement across the locations

Job Requirements

Qualifications:

• Bachelor’s degree in Business Administration, Automotive Management, or a related field.
• Master’s degree (MBA) is preferred.

Experience:

• Minimum 12–15 years of experience in network development, dealer management, or a related role within the automotive sector.
• Proven track record of leading large-scale network operations and achieving growth targets.

Knowledge & Skills:

• Strong analytical and strategic thinking skills.
• Excellent leadership and stakeholder management capabilities.
• In-depth knowledge of automotive retail and service operations.
• Proficiency in market analysis and business development.
• Exceptional communication and negotiation skills.