– Customer Delight Manager

Department: Sales

Designation: Customer Delight Manager

Reporting To: General Manager / Head – Sales

Location: Dealership

Role Objective To ensure an exceptional customer experience throughout the sales journey—from enquiry and showroom visit to vehicle delivery and post-delivery follow-up. The Customer Delight Manager will be responsible for monitoring customer satisfaction, coordinating with the sales team, resolving customer concerns, and driving a strong customer-centric culture within the dealership.

Key Responsibilities

1. Customer Experience Management

- Ensure a seamless and premium customer experience across all sales touchpoints.
- Monitor customer interactions from enquiry to vehicle delivery.
- Ensure customers receive timely communication, updates, and assistance throughout the purchase journey.
- Personally engage with key/high-value customers wherever required.

2. Customer Feedback & Satisfaction

- Conduct regular customer feedback calls during the sales process and after delivery.
- Track customer satisfaction, feedback and complaints and ensure timely closure.
- Identify recurring customer concerns and recommend corrective actions.
- Monitor customer experience scores and work towards continuous improvement.

3. Sales Team Coordination

- Work closely with Sales Consultants, Team Leaders and Sales Managers to ensure adherence to customer experience standards.
- Monitor whether promised commitments to customers are being fulfilled.
- Escalate critical customer issues to the concerned manager and ensure closure.

4.



Delivery Experience

- Ensure every vehicle delivery is professionally planned and executed.
- Coordinate with Sales, Finance, Insurance, Accessories and Service teams to ensure delivery readiness.
- Ensure PDI, documentation, vehicle cleanliness and customer requirements are completed before delivery.
- Assist in creating a memorable and personalised delivery experience.

5. Complaint Resolution

- Act as an escalation point for customer concerns related to the sales process.
- Coordinate internally for quick resolution of complaints.
- Maintain a record of complaints, resolution timelines and customer feedback.
- Follow up with customers after resolution to ensure satisfaction.

6. Customer Retention & Relationship Building

- Build strong relationships with existing customers to encourage repeat purchases and referrals.
- Identify opportunities for exchange, upgrades, referrals and future purchases.
- Support customer engagement activities, events and dealership initiatives.

7. Reporting & Process Improvement

- Prepare regular reports on customer feedback, complaints, satisfaction levels and closure status.




- Analyse customer feedback to identify gaps in dealership processes.
- Recommend improvements to enhance customer satisfaction and sales experience.

Key Performance Indicators (KPIs)
- Customer Satisfaction / CSI Score
- Customer Complaint Resolution & Closure TAT
- Customer Feedback Coverage
- Delivery Experience Score
- Customer Retention & Repeat Business
- Customer Referral Generation
- Compliance with Customer Experience Processes
- Reduction in Customer Escalations

Candidate Profile
- Graduate/MBA preferred, preferably in Sales, Marketing or Business Management.
- 2–5 years of experience in automobile retail, hospitality, premium retail, customer experience or a similar customer-facing role.
- Strong communication and interpersonal skills.
- Customer-centric attitude with strong ownership and follow-up skills.
- Positive coordination and problem-solving abilities.
- Ability to handle difficult customers and resolve issues professionally.
- Good knowledge of MS Office and basic reporting.
- Presentable, confident and professional personality.

Ideal Competencies Customer First | Communication | Ownership | Empathy | Problem Solving | Coordination | Follow-up | Attention to Detail | Relationship Management

Role Expectation The Customer Delight Manager should be the voice of the customer within the dealership, ensuring that every customer receives a consistent, transparent and memorable experience throughout the sales journey.

Pay: ₹9,916.87 - ₹35,000.00 per month

Work Location: In person

📌 Customer Delight Manager - Sales (Panchkula)
🏢 Berkeley Skoda
📍 Panchkula