Customer Service Manager (CSM)

Job Title: Customer Experience Manager (CXM)

Location: Gurgaon KIA Showroom
Department: Sales - Customer Service
Reporting to: General Manager

Job Summary:

The Customer Experience Manager (CXM) is responsible for ensuring an exceptional and seamless experience for every customer visiting the car showroom. This role is the face of the brand, managing the customer journey from initial inquiry through to post-sale engagement. The CXM works closely with sales, service, and marketing teams to enhance satisfaction, loyalty, and brand image.

Key Responsibilities:

• Customer Journey Management
• Greet and assist customers upon arrival at the showroom.
• Ensure a welcoming environment and premium brand experience.
• Coordinate test drives and product demonstrations.
• Customer Relationship Management
• Maintain and update customer records in CRM systems.
• Follow up with customers post-visit and post-sale.
• Handle and resolve customer complaints or concerns promptly and professionally.
• Experience Optimization
• Monitor and evaluate customer feedback through surveys, reviews, and direct interaction.
• Identify pain points and suggest improvements to showroom processes and services.
• Train showroom staff on customer interaction protocols and standards.
• Brand Representation
• Uphold the dealership’s image and standards at all times.
• Collaborate with marketing for showroom events, launches, or promotions.
• Operational Excellence
• Maintain the ambiance and cleanliness of customer areas.
• Ensure availability of brochures, displays, refreshments, and other touchpoints.

Key Skills & Qualifications:

• Bachelor's degree in Business, Marketing, Hospitality, or related field.
• 3+ years of experience in customer-facing roles, preferably in automotive or luxury retail.
• Strong communication and interpersonal skills.
• Proficiency in CRM tools and MS Office.
• Problem-solving mindset with a customer-first approach.
• Professional appearance and demeanor.
• NOTE- Good Experience in Automobile sector.

Job Type: Full-time

Pay: ₹30,000.00 - ₹45,000.00 per month

Work Location: In person