CUSTOMER EXPERIENCE MANAGER (CXM)

Company: Rathi Motors

Department: CRM / Customer Experience

Position: Customer Experience Manager

Experience: 3–5 Years

Industry: Automobile Dealership

Location: Shujalpur

- JOB PURPOSE To ensure an excellent customer experience across the complete customer journey—from enquiry and purchase to vehicle delivery, service, complaint resolution and relationship management.

The Customer Experience Manager will monitor customer satisfaction, identify service gaps, resolve customer concerns and ensure a high level of customer retention and loyalty.

- KEY RESPONSIBILITIES

Customer Relationship Management

- Maintain strong relationships with customers after sales and service.
- Conduct regular customer follow-ups and satisfaction calls.
- Ensure timely resolution of customer complaints and concerns.
- Maintain accurate customer interaction and complaint records.
- Monitor customer feedback and identify recurring issues.

Customer Satisfaction & Experience

- Track Customer Satisfaction (CSI), Net Promoter Score (NPS) and other customer experience parameters.
- Conduct customer feedback surveys after vehicle delivery and service.
- Identify opportunities to improve the customer experience.
- Ensure customers receive professional and courteous treatment at every touchpoint.

Complaint Management

- Receive, register and monitor customer complaints.
- Coordinate with Sales, Service, Parts, Finance and other departments for resolution.
- Ensure complaints are resolved within defined timelines.
- Escalate critical or unresolved complaints to senior management.
- Maintain a complaint tracker and prepare regular MIS reports.

Delivery & Post-Sales Experience





- Ensure smooth and professional vehicle/tractor delivery experience.
- Coordinate with Sales and Service teams for delivery readiness.
- Ensure customers understand basic product features, warranty, service schedule and important documents.
- Conduct post-delivery follow-up calls.

Service Experience

- Follow up with customers after service/repair.
- Monitor customer waiting time, service quality and complaint resolution.
- Identify dissatisfied customers and take corrective action.
- Coordinate with the Service Manager for service-related concerns.

CRM & Data Management

- Maintain updated customer database.
- Ensure proper CRM/DMS data entry and follow-up.
- Monitor pending customer calls, complaints and commitments.
- Prepare daily, weekly and monthly customer experience reports.

3. KEY PERFORMANCE INDICATORS (KPIs)
- Customer Satisfaction Index (CSI)
- NPS / Customer Loyalty Score
- Complaint Resolution TAT
- Customer Complaint Closure %
- Post-Sales Follow-up Completion %
- Service Follow-up Completion %
- Customer Retention Rate
- Repeat Customer Business
- Customer Feedback Collection %
- Escalation Reduction
- CRM/DMS Data Accuracy

4. REQUIRED QUALIFICATION
- Graduate in any discipline.
- MBA/PGDM in Marketing, Customer Relationship Management or equivalent will be an advantage.




- 3–5 years of relevant experience in Customer Experience, CRM, Customer Relationship, Automobile Dealership, Sales or Service.
- Experience in an automobile/tractor dealership will be preferred.

5. REQUIRED SKILLS
- Excellent communication and interpersonal skills.
- Strong customer-handling and complaint-resolution skills.
- Good knowledge of CRM/DMS systems.
- Good Excel and MIS reporting skills.
- Strong follow-up and coordination ability.
- Problem-solving and negotiation skills.
- Ability to work with Sales, Service, Parts and Finance teams.
- Good presentation and reporting skills.
- Customer-focused attitude.
- Ability to handle difficult and dissatisfied customers professionally.

6. PERSONAL ATTRIBUTES
- Customer-first mindset
- Positive attitude
- Patience and empathy
- Ownership and accountability
- Strong follow-up discipline
- Professional appearance and behaviour
- Team player
- Result-oriented approach

7. REPORTING

Reports To: General Manager / Dealer Principal / CRM Head

Works Closely With:

Sales Manager | Service Manager | Parts Manager | Finance & Accounts | RTO/Insurance | Sales Executives | Service Advisors

- IDEAL CANDIDATE PROFILE A customer-focused skilled with 3–5 years of experience who can independently manage customer feedback, complaints, follow-ups, CRM activities and customer satisfaction improvement initiatives. The candidate should be capable of coordinating with multiple dealership departments and converting customer complaints into opportunities for improving dealership performance.

Pay: ₹11,000.00 - ₹20,000.00 per month

Work Location: In person

📌 Customer Experience Manager (Shujalpur)
🏢 Rathi Motors
📍 Shujalpur