We are looking for a Customer Experience Manager to ensure sales process compliance and deliver an excellent customer experience throughout the vehicle purchase and delivery journey.
Key Responsibilities
Monitor adherence to dealership sales processes and escalate deviations to the General Manager.
Track customer satisfaction scores, analyze feedback, identify gaps, and implement corrective actions.
Monitor customer concerns and ensure timely resolution of complaints.
Train and guide the sales team on customer-centric practices and process improvements.
Monitor the pre-delivery process, vehicle condition, documentation, accessories fitment, and delivery readiness.
Ensure timely pre-sales and post-sales customer follow-ups and feedback collection.
Monitor home installation services and customer feedback.
Ensure accurate customer details and tentative delivery dates are recorded in Order Taking Forms (OTFs).
Monitor showroom cleanliness, upkeep, display standards, and customer-facing areas.
Ensure effective customer engagement and follow-up throughout the sales journey.
Eligibility Criteria
Education: Graduate in any discipline.
Experience: 15 years of experience in sales; automobile industry experience preferred.
Required Skills
Solid customer service and relationship management skills.
Excellent communication and interpersonal skills.
Problem-solving and conflict-resolution abilities.
Robust execution, coordination, and stakeholder management skills.
Ability to analyze customer feedback and drive process improvements.