Customer Experience Manager

The Customer Experience Manager plays a crucial role in enhancing the overall customer journey within the car sales environment. Your primary responsibility will be to ensure that every customer interaction, whether online or in the showroom, is engaging, consistent, and in line with the dealership's brand values. You will take the lead in implementing strategies to boost customer satisfaction, loyalty, and advocacy. Your key responsibilities will include designing and supervising the customer experience strategy from the initial inquiry to post-sale follow-up. You will be tasked with training the sales and support staff to provide a consistently exceptional experience at all touchpoints. Monitoring and analyzing customer feedback to pinpoint areas for improvement, developing seamless handover processes between departments, and promptly addressing customer concerns to safeguard the dealership's reputation will also be part of your role. Additionally, you will implement CRM best practices to ensure efficient execution of follow-ups, communication, and retention strategies. Collaboration with the marketing team to align customer experience efforts with campaigns and showroom promotions will be essential. Reporting regularly to senior management on customer satisfaction metrics and staying abreast of automotive retail trends to introduce innovative customer service practices are also key aspects of this role. To qualify for this position, you should have at least 3 years of experience in a customer service or experience management role, preferably in automotive sales or luxury retail. Strong interpersonal, communication, and conflict resolution skills are necessary, along with leadership and team collaboration abilities. Proficiency in CRM platforms, customer feedback tools, high emotional intelligence, and a customer-centric mindset are also important. Attention to detail, organizational skills, and knowledge of automotive sales processes and showroom operations are desirable traits. As a Customer Experience Manager, you will work full-time in a permanent position with benefits such as cell phone and internet reimbursement, leave encashment, paid time off, and Provident Fund. The job entails a day shift schedule and offers a performance bonus. The work location is in person. If you are passionate about creating memorable customer experiences, possess a confident and approachable demeanor even under pressure, and are results-driven with a continuous improvement mindset, this role may be the perfect fit for you.,