The Customer Care Manager is responsible for planning, implementing, monitoring, and continuously improving customer relationship management and customer satisfaction across all dealership operations, including Recent Car Sales, Service, Spare Parts, Insurance, Finance, Corporate Sales, and True Value operations. The incumbent shall ensure superior customer experience at every customer touchpoint, enhance customer retention, manage customer grievances, improve Customer Satisfaction Index (CSI), Service Satisfaction Index (SSI), Net Promoter Score (NPS), and support business growth through effective customer engagement initiatives.

The role demands robust leadership, analytical ability, customer orientation, process excellence, and compliance with dealership as well as manufacturer standards.

Key Responsibilities
Customer Experience Management
Develop and implement customer care strategies aligned with dealership and manufacturer objectives.
Ensure a seamless and delightful customer experience throughout the customer lifecycle.
Monitor customer touchpoints across Sales,



Service, True Value, Accessories, Insurance, Finance, and Corporate Sales.
Ensure prompt acknowledgement and resolution of customer concerns.
Build long-term customer relationships to improve retention and loyalty.
Customer Satisfaction & Quality Monitoring
Monitor CSI, SSI, NPS, and other manufacturer-defined customer satisfaction parameters.
Conduct regular analysis of customer feedback.
Prepare action plans to improve satisfaction scores.
Identify recurring complaints and implement preventive measures.
Conduct customer satisfaction audits.
Complaint Management
Manage customer complaints received through:
Walk-ins
Telephone
Manufacturer CRM
Social media
Website
Google Reviews
Consumer forums
Corporate customers
Ensure timely investigation and closure of complaints.
Coordinate with department heads for effective resolution.
Escalate critical comp

📌 Customer Care Manager Lucknow
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📍 Lucknow