URGENT HIRING CUSTOMER EXPERIENCE MANAGER

Key Roles & Responsibilities:

1. Customer Engagement & Relationship Management

• Greet and assist all walk-in customers in the showroom with courtesy and professionalism.

• Ensure timely and quality customer handling by sales and service teams.

• Build and maintain strong relationships with customers to drive loyalty and referrals.

• Oversee vehicle delivery process to ensure a delightful and memorable experience.

2. Customer Feedback & Satisfaction Monitoring

• Conduct post-sale and post-service follow-up calls to assess customer satisfaction.

• Collect, analyze, and report customer feedback using CSI (Customer Satisfaction Index) and NPS metrics.

• Identify service gaps and implement corrective actions to improve the customer experience.

• Ensure prompt resolution of customer complaints and maintain a complaint tracker.

3. Coordination with Departments

• Work closely with Sales, Service, CRM, and Accounts teams to ensure smooth communication and coordination.

• Support the Service team in ensuring timely feedback and follow-up after service.

• Liaise with OEM (Manufacturer) representatives for customer satisfaction audits and brand programs.

4. Customer Retention & Engagement Activities

• Plan and execute customer engagement initiatives such as delivery events, customer meets, and service camps.

• Monitor repeat customer data and implement retention programs.

• Manage loyalty or referral programs to enhance long-term relationships.

5. Process & Quality Management

• Ensure that all dealership processes align with OEM customer experience standards.

• Conduct regular audits of customer touchpoints (reception, lounge, delivery area, etc.).

• Train and guide staff on customer communication, grooming, and soft skills.

6. Digital Experience & Reputation Management

• Monitor and respond to online reviews, feedback, and ratings (Google, social media, etc.).

• Coordinate digital communication (emails, WhatsApp, SMS) ensuring consistent brand tone and professionalism.

7. Reporting & Analysis

• Prepare weekly and monthly reports on CSI, NPS, and customer feedback trends.

• Present findings and recommendations to management for continuous improvement.