Customer Experience Manager

Job Description: Customer Experience Manager

We are seeking a dynamic and customer-focused Customer Experience Manager to lead our service center’s front-end operations. This role is responsible for ensuring smooth front office functioning while delivering an exceptional customer experience at every touchpoint. The ideal candidate will be proactive, disciplined, and passionate about building strong customer relationships and driving operational excellence.

Key Responsibilities

• Supervise and lead front office team members (Reception, CREs, Customer Lounge staff).
• Ensure smooth customer reception, appointment handling, and workflow coordination.
• Monitor and control front desk operations such as job card opening, timely vehicle handover, and communication flow.
• Manage appointment scheduling, call handling, and enquiry management.
• Ensure customer lounge cleanliness, comfort, and professional atmosphere.
• Track daily operations including staff attendance, grooming standards, and desk readiness.
• Coordinate with Service Advisors, Floor Controller, Parts, and Billing teams for seamless operations.
• Own the end-to-end customer journey from vehicle check-in to delivery.
• Drive improvement in CSI (Customer Satisfaction Index) and NPS scores.
• Ensure timely updates to customers regarding repair status, estimate approvals, and delivery timelines.
• Resolve customer complaints with sensitivity and professionalism.
• Conduct regular follow-ups for post-service feedback and issue closure.
• Implement customer delight initiatives (welcome greetings, refreshments, follow-up calls, loyalty engagement).
• Support retention activities such as service reminders, PDS follow-ups, and repeat visit campaigns.

Operational & Performance Management

• Analyze daily service load and front-end efficiency metrics.
• Maintain customer communication logs, wait time reports, and appointment vs walk-in ratio.
• Train and mentor front office and CRE teams on soft skills, product knowledge, and process compliance.
• Conduct daily briefing with team for targets, escalations, and process updates.
• Ensure strict adherence to OEM and dealership SOPs.
• Work closely with Service Manager and Dealer Principal on operational improvements.

Key Skills Required

• Excellent communication and interpersonal skills.
• Strong leadership and team-handling ability.
• Customer-oriented mindset with problem-solving approach.
• Fluency in English and local language.
• Ability to manage pressure during peak hours.
• Proficiency in MS Office, DMS/CRM systems.
• Positive attitude with high professionalism.

Qualifications & Experience

• Graduation in any discipline (Business/Automobile background preferred).
• 3–6 years of experience in customer service, hospitality, or automotive front office operations.
• Experience in handling customer escalations and team management is a must.

Job Types: Full-time, Permanent

Pay: ₹25,000.00 - ₹35,000.00 per month

Benefits:

• Cell phone reimbursement
• Health insurance
• Provident Fund

Work Location: In person