Job Title Customer Experience Manager CXM - Automotive Industry Location Gurgaon Department Customer Experience Sales Reports To Head of Customer Experience General Manager Employment Type Full time Job Summary As a Customer Experience Manager CXM in the automotive industry you will be responsible for designing managing and enhancing the end-to-end customer journey from first interaction to post-purchase support Your goal is to ensure customers receive a seamless personalized and high-quality experience across all touchpoints dealerships digital channels service centers etc ultimately driving satisfaction loyalty and advocacy Key Responsibilities Customer Journey Mapping Design and continuously improve customer journey maps across sales delivery aftersales service and digital touchpoints Voice of Customer VoC Implement feedback mechanisms surveys NPS CSAT and analyze customer feedback to identify pain points and opportunities for improvement Dealer Service Network Support Work closely with dealerships and service centers to ensure CX standards are met and best practices are implemented Training Coaching Conduct CX training programs for front-line staff sales advisors service representatives to improve interpersonal skills and service quality Digital Experience Optimization Collaborate with digital and IT teams to ensure website mobile apps and CRM tools provide a consistent and user-friendly customer experience Customer Retention Programs Design and implement loyalty programs referral schemes and personalized engagement initiatives Data Analysis Reporting Use CRM and customer analytics tools to track KPIs like NPS CES CSAT repeat visits and lead conversion rates Generate insights to support data-driven decision-making Cross-Functional Collaboration Liaise with marketing product sales and service departments to ensure consistent messaging and seamless execution of the customer journey Complaint Management Lead the resolution process for escalated customer complaints ensuring timely closure and root cause analysis Job Type Full-time Pay 30 000 00 - 40 000 00 per month Work Location In person