Role & responsibilities

Job Summary

We are looking for an experienced Customer Experience Manager (CXM) to drive customer satisfaction, improve service quality, and ensure a seamless customer journey across all touchpoints of the automotive dealership. The candidate will be responsible for managing customer feedback, resolving complaints, monitoring CX metrics, and coordinating with internal teams to improve overall customer experience.

Key Responsibilities
Manage the complete customer experience journey from enquiry to delivery and after-sales service.
Monitor customer satisfaction, feedback, NPS/CSI scores, and service quality.
Handle customer complaints and ensure timely resolution.
Identify recurring customer issues and implement corrective actions.
Coordinate with Sales, Service, CRM, and Operations teams to improve customer experience.
Conduct customer feedback calls and analyse feedback trends.
Ensure adherence to company customer-service standards and SOPs.




Prepare regular reports on customer satisfaction, complaints, and CX performance.
Train and guide frontline teams on customer handling and service etiquette.
Develop initiatives to improve customer retention and loyalty.
Ensure timely follow-up with customers and maintain robust relationships.

Key Skills
Excellent communication and interpersonal skills
Customer relationship management
Complaint handling and problem-solving
NPS/CSI and customer feedback management
Team coordination and leadership
Solid analytical and reporting skills
MS Excel and CRM knowledge
Automotive dealership/service experience preferred

Preferred candidate profile

Candidates with experience in automotive dealerships, passenger/commercial vehicle companies, automobile service centres, or customer experience/CRM roles will be preferred.

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