Role Summary

We are looking for a customer-focused and energetic Customer Delight Manager to manage and enhance the overall customer experience across our two-wheeler showroom.

The role will be responsible for ensuring a smooth and memorable customer journeyfrom showroom enquiry and vehicle purchase through delivery, service follow-up, feedback, and customer retention.

The ideal candidate should have strong communication skills, a customer-first attitude, and experience in automobile dealerships, retail, hospitality, banking, or other customer-facing industries.

Key Responsibilities

1. Customer Experience Management

- Own the end-to-end customer experience at the showroom.
- Ensure customers receive a warm, professional, and consistent experience at every touchpoint.
- Monitor customer interactions with Sales, Finance, Insurance, Accessories, Delivery, and Service teams.
- Identify gaps in the customer journey and implement corrective actions.
- Ensure showroom customer-handling standards are consistently followed.

2. Customer Feedback & Satisfaction

- Collect and analyse customer feedback through calls, surveys, reviews, and direct interactions.
- Monitor customer satisfaction scores, NPS/CSI, Google reviews, and other dealership feedback metrics.
- Identify recurring customer concerns and coordinate with relevant departments for resolution.
- Develop action plans to improve customer satisfaction and loyalty.
- Ensure positive customer experiences are encouraged and recognised.

3. Complaint & Escalation Management

- Act as the primary point of contact for escalated customer complaints.
- Resolve customer issues promptly and professionally.
- Coordinate with Sales, Service, Finance, Insurance, and OEM teams to close complaints.
- Maintain a complaint tracker and ensure timely closure.
- Conduct root-cause analysis for recurring complaints and recommend preventive actions.
- Escalate critical issues to senior management with appropriate recommendations.

4. Vehicle Delivery Experience

- Ensure every vehicle delivery provides a memorable customer experience.
- Coordinate with Sales and Delivery teams to ensure vehicles are ready on time.
- Ensure proper documentation, vehicle explanation, accessories, and delivery protocols are completed.




- Drive personalised delivery experiences for important customers.
- Monitor delivery feedback and identify areas for improvement.

5. Customer Retention & Relationship Management

- Develop initiatives to improve customer retention and repeat business.
- Maintain regular communication with existing customers.
- Coordinate customer engagement activities, campaigns, events, and referral programmes.
- Identify opportunities for repeat purchases, accessories, service visits, and referrals.
- Build strong relationships with key and loyal customers.

6. Digital Reputation Management

- Monitor customer reviews and feedback across Google and relevant digital platforms.
- Coordinate appropriate responses to customer reviews in line with company guidelines.
- Encourage satisfied customers to share genuine feedback and reviews.
- Track online sentiment and highlight recurring concerns to management.

7. Team Coordination & Training

- Train showroom employees on customer service etiquette and customer-handling standards.
- Conduct regular customer experience briefings with Sales and Service teams.
- Coach employees on communication, complaint handling, and professional behaviour.
- Work with department heads to improve customer-facing processes.
- Conduct periodic audits of showroom customer experience.

8. Customer Experience MIS & Reporting

Prepare regular reports covering

- Customer satisfaction / CSI / NPS
- Number and type of complaints
- Complaint closure TAT
- Customer feedback
- Delivery experience scores
- Google/digital reviews
- Repeat customers
- Referral leads
- Customer retention
- Escalated cases
- Department-wise customer experience performance

Present key findings and improvement plans to management.

Key Performance Indicators (KPIs)

- Customer Satisfaction / CSI score
- NPS score and improvement
- Complaint closure within defined TAT




- Reduction in repeat complaints
- Customer retention rate
- Positive online reviews
- Customer referral generation
- Delivery experience rating
- Customer feedback response rate
- Successful implementation of customer experience initiatives

Candidate Profile

Education:

- Any Bachelor's degree.
- MBA/PGDM in Marketing, HR, Hospitality, or related areas will be an advantage.

Experience:

- 3–6 years of experience in customer experience, customer relationship management, showroom operations, automobile dealerships, hospitality, retail, banking, or a similar customer-facing role.
- Experience in a two-wheeler or four-wheeler dealership will be preferred.
- Candidates with experience handling customer complaints and escalations will be strongly preferred.

Required Skills

- Excellent verbal and written communication skills
- Strong customer-handling and interpersonal skills
- Valuable negotiation and conflict-resolution ability
- Strong follow-up and coordination skills
- Problem-solving mindset
- Ability to handle difficult or dissatisfied customers calmly
- Good knowledge of MS Excel and PowerPoint
- Ability to analyse customer feedback and prepare MIS reports
- Strong presentation and training skills
- Professional appearance and positive attitude
- Tamil and English communication skills are essential; Hindi will be an added advantage

Personal Attributes

- Customer-first mindset
- Empathy and patience
- High energy and enthusiasm
- Ownership and accountability
- Positive and approachable personality
- Strong attention to detail
- Ability to work under pressure
- Strong relationship-building skills

Preferred Industry Background Candidates from the following industries may be considered:

- Two-wheeler / four-wheeler dealerships
- Automobile retail
- Automotive service
- Retail
- Hospitality
- Banking / financial services
- Consumer durables
- Premium retail
- Customer experience / CRM

Working Environment The role is primarily showroom-based and requires regular interaction with customers and dealership teams. The candidate should be comfortable working in a high-footfall retail environment, including weekends and during sales campaigns or special events.

📌 Customer Delight Manager (Chennai)
🏢 Golden Opportunities
📍 Chennai