We are seeking a strategic, operational, and customer-obsessed Head of Voice of Customer (VOC) to lead customer experience strategy across our Hyundai dealership locations. In this role, you will design, manage, and scale our enterprise-wide customer feedback program—capturing the end-to-end driver journey across Sales, Service, Parts, and Finance & Insurance (F&I;).

You will serve as the bridge between customer feedback and dealership operations, ensuring our locations consistently achieve top-tier Hyundai Customer Satisfaction Index (CSI) targets, reduce customer friction, improve service retention, and build lifelong brand advocacy.

Key Responsibilities

1. Dealership VOC Strategy & Governance

- Build and lead an integrated VOC program capturing feedback across all dealership touchpoints (test drives, car purchase, F&I; handoff, scheduled maintenance, repair orders, and digital/social reviews).
- Establish operational feedback loops with General Managers, Sales Managers, and Service Heads to translate customer feedback into immediate dealership floor action.
- Manage alignment with Hyundai Motor America (HMA) OEM standards, CSI/SSI surveys, and factory incentive programs tied to customer satisfaction scores.

2. Journey Analytics & Insights

- Analyze qualitative and quantitative data across OEM surveys, Google Reviews, DealerRater, phone call recordings, and chat logs to identify operational bottlenecks.
- Conduct root-cause analysis on key friction points (e.g., long service wait times, aggressive F&I; tactics, delivery delays, or communication gaps).
- Track dealership customer retention, service appointment repeat rates, and customer lifetime value across our active buyer database.

3. Operational Improvement & Training

- Partner with Sales & F&I; Leadership to refine vehicle delivery experiences and improve price transparency perception.
- Collaborate with Service & Parts Teams to optimize service advisor communication, status update frequency,



and mobile check-in processes.
- Design and implement customer empathy and "Closed-Loop" response training for front-line dealership staff (Sales Consultants, Service Advisors, BDC Agents).

4. Executive Reporting & Closed-Loop Resolution

- Deliver monthly executive dashboards to dealership owners and GM management detailing CSI performance, review trends, and revenue at risk from churn.
- Oversee the high-priority customer escalation process ("detractor recovery") to resolve unhappy owner issues before they impact brand reputation or OEM metrics.

Key Qualifications

- Experience: 5 years in Customer Experience, VOC, or Customer Operations, with direct experience in the automotive retail, dealership management, or OEM regional network environment.
- Industry Knowledge: Deep understanding of automotive sales/service operations, dealership CRMs (e.g., Reynolds & Reynolds, CDK Global, Elead), and OEM satisfaction metrics (CSI/SSI).
- Technical Proficiency: Hands-on experience with VOC platforms (Qualtrics, Medallia, Podiums, Birdeye) and review management tools.
- Operational Leadership: Demonstrated ability to coach dealership General Managers, Service Managers, and front-line advisors to shift operational behaviors.
- Education: Bachelor’s degree in Business Administration, Marketing, Operations Management, or related field preferred.

Key Performance Indicators (KPIs)

- Hyundai CSI / SSI Scores: Consistent achievement in the top percentile for regional/national Hyundai dealership metrics.
- Service Retention Rate: Percentage of current car buyers returning for 12-month and 24-month scheduled maintenance.
- Online Reputation Score: Average star ratings on Google, DealerRater, and Edmunds across all store locations.
- Resolution Speed: Average time taken to contact and resolve escalated customer feedback (detractor recovery rate).

Pay: ₹40,000.00 - ₹60,000.00 per month

Benefits

- Flexible schedule
- Paid time off
- Provident Fund

Work Location: In person

📌 Head of Customer Service (Kozhikode)
🏢 APCO HYUNDAI
📍 Kozhikode