Customer Experience Manager in the automotive industry oversees and enhances the entire buyer and owner journey across dealerships, service centers, and digital touchpoints to drive brand loyalty and retention.
Key Responsibilities
Journey Oversight: Manage all touchpoints from initial online sales inquiries and test drives to vehicle delivery and post-purchase servicing.
Issue Resolution: Handle high-impact customer escalations, defuse difficult situations, and coordinate factory or corporate assistance when dealership resources are exhausted.
Data & Analytics: Track Customer Satisfaction (CSAT) scores, Net Promoter Scores (NPS), and survey results to turn data into actionable field operations plans.
Cross-Functional Collaboration: Partner with sales,
marketing, and service/parts departments to ensure a seamless and consistent brand experience.
Training & Leadership: Coach retail and dealership staff on customer handling, change management initiatives, and service excellence
Pay: ₹20,000.00 - ₹25,000.00 per month
Perks:
Cell phone reimbursement
Internet reimbursement
Leave encashment
Provident Fund
Education:
Diploma (Required)
Experience:
Customer relationship management: 5 years (Required)