Customer Experience Manager (CXM) - Automotive Industry
Location:
Gurgaon
Department:
Customer Experience Sales
Reports To:
Head of Customer Experience / General Manager
Employment Type:
Full-time
Job Summary:
As a Customer Experience Manager (CXM) in the automotive industry, you will be responsible for designing, managing, and enhancing the end-to-end customer journey--from first interaction to post-purchase support. Your goal is to ensure customers receive a seamless, personalized, and high-quality experience across all touchpoints (dealerships, digital channels, service centers, etc.), ultimately driving satisfaction, loyalty, and advocacy.
Key Responsibilities:
Customer Journey Mapping:
Design and continuously improve customer journey maps across sales, delivery, aftersales service, and digital touchpoints.
Voice of Customer (VoC):
Implement feedback mechanisms (surveys, NPS, CSAT) and analyze customer feedback to identify pain points and opportunities for improvement.
Dealer & Service Network Support:
Work closely with dealerships and service centers to ensure CX standards are met and best practices are implemented.
Training & Coaching:
Conduct CX training programs for front-line staff (sales advisors, service representatives) to improve interpersonal skills and service quality.
Digital Experience Optimization:
Collaborate with digital and IT teams to ensure website, mobile apps, and CRM tools provide a consistent and user-friendly customer experience.
Customer Retention Programs:
Design and implement loyalty programs, referral schemes, and personalized engagement initiatives.
Data Analysis & Reporting:
Use CRM and customer analytics tools to track KPIs like NPS, CES, CSAT, repeat visits, and lead conversion rates. Generate insights to support data-driven decision-making.
Cross-Functional Collaboration:
Liaise with marketing, product, sales, and service departments to ensure consistent messaging and seamless execution of the customer journey.
Complaint Management:
Lead the resolution process for escalated customer complaints, ensuring timely closure and root cause analysis.
Job Type: Full-time
Pay: ?30,000.00 - ?40,000.00 per month
Work Location: In person
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