At Ayvens, progress starts with you. Our ambitions to shape the future of sustainable mobility are powered by our talent. Join us, and get better with every move. Key responsibilities Customer Satisfaction • Manage voice of the customer program • Implement and analyse Transactional and Annual Surveys to draw insights and develop plans for process improvement and enhance overall Customer Experience • Design & promote seamless customer journeys • Facilitate resolution of escalated customer support requests or complaints and collaborate with teams to ensure memorable and positive customer outcomes regardless of their issues. Market Research • Collect and analyze data on consumers, and the marketplace via surveys, internal data analysis and market research. Provide insights and recommendations for strategic initiatives. • Identify and analyse companies and agencies for strategic partnerships. Liaise with them for day-to-day deliverables and overall management. ESG and Sustainability Ratings • Participate in the development of the company’s ESG strategy and implementation. • Collaborate with key internal teams for ESG reporting including data collection, material metrics, and consolidating information requests. • Coordinate submissions and improvement plans for ESG and sustainability assessments including, EcoVadis, ISO 14001, etc. • Work with cross-functional teams to identify opportunities for improving ESG scores and certification outcomes. • Monitor ESG performance metrics, develop action plans, and prepare management reports for leadership review. Strategy & Business Excellence • Support deployment and monitoring of organization's Management by Objectives (MBO) framework, ensuring alignment between corporate, departmental, and individual goals. • Coordinate periodic objective-setting, KPI reviews, and performance tracking to drive strategic execution and accountability. • Develop and maintain business performance dashboards and scorecards to support leadership decision-making. • Facilitate continuous improvement initiatives using structured problem-solving and process excellence methodologies. Management Systems & Certifications • Support the implementation, maintenance, and continual improvement of the company's Integrated Management System (IMS). • Coordinate internal and external audits and ensure compliance with relevant management system requirements. • Drive certification readiness, surveillance audits, and recertification activities for standards including: • ISO 9001 (Quality Management System) • ISO 27001 (Information Security Management System) • ISO 14001 (Environmental Management System), where applicable • Track corrective and preventive actions (CAPA) arising from audits and ensure timely closure. Job details • Full Time • Location: Mumbai Education • Bachelor’s degree in Business, Engineering, Operations, Finance, or related field. • Preferred: • MBA in Finance/Business Analytics • Certified Quality Professional • LEAN Certified (preferred) • Strong research and analytical skills • Mathematical & Statistical knowledge • Good knowledge and understanding of ESG Key skills and experience required • Collaborative & open-minded • Strategic mindset • Strong focus on delighting customers • Deep understanding of customer service, customer experience, customer success, and customer operations • Good interpersonal, written and verbal communication • Ability to liaise with stakeholders from diverse backgrounds and establish credibility and strong relationship with senior stakeholders • Proficient with MS Excel, PowerPoint, Power BI, etc. Why Ayvens? With over 3.1 million vehicles managed across more than 40 countries, we provide full-service leasing, flexible subscription services, fleet management services and multi-mobility solutions to customers of all sizes, including large corporates, SMEs, professionals, and private individuals. By leveraging our unique position to lead the way to net zero and further shape the digital transformation of the industry, we are well-positioned to meet the evolving mobility needs of our clients and provide them with the solutions they need to thrive. At Ayvens, we believe that our success is driven by our commitment to customer satisfaction. Our team is dedicated to delivering innovative solutions and technology-enabled services that help our customers focus on their everyday business. We’re committed to sustainable mobility and have made it a core part of our strategy. In everything we do, we’re guided by the principles of authenticity, curiosity, commitment and collaboration. We aim to foster an organisation that's diverse in people and ideas, where everyone can thrive and be themselves, no matter who they are. Join us on this exciting journey as we continue to enable the transformation towards large scale adoption of sustainable mobility and provide our customers with the solutions they need to succeed. Follow our page for the latest updates, news, and insights.