Job Description

Job Title:

Car Sales Customer Experience Manager

Department:

Sales / Customer Service

Reports to:

General Manager / Dealer Principal

Location:

[Insert Location]

Salary Range:

[Insert Range] + Performance Bonus

Job Type:

Full-Time

Job Summary:

The

Customer Experience Manager

plays a key role in shaping and enhancing the overall customer journey within the car sales environment. This role ensures that every customer interaction--online or in the showroom--is engaging, consistent, and aligned with the dealership's brand values. The successful candidate will lead initiatives that improve customer satisfaction, loyalty, and advocacy.

Key Responsibilities:

Design and oversee the customer experience strategy from initial inquiry through to post-sale follow-up. Lead and train the sales and support staff to deliver a consistently exceptional experience across all touchpoints. Monitor and analyze customer feedback through surveys, online reviews, and direct interactions to identify areas for improvement. Develop processes to ensure smooth handovers between departments (e.g., sales to service). Resolve customer concerns swiftly and empathetically to protect the dealership's reputation. Implement CRM best practices to ensure follow-ups, communication, and retention strategies are executed efficiently. Collaborate with marketing to align customer experience efforts with campaigns and showroom promotions. Report regularly to senior management on customer satisfaction metrics (e.g., NPS, CSI scores). Stay current with automotive retail trends to introduce innovative customer service practices.

Qualifications:

Proven experience in a customer service or experience management role, preferably in automotive sales or luxury retail (3+ years). Exceptional interpersonal, communication, and conflict resolution skills. Strong leadership and team collaboration abilities. Proficiency in CRM platforms and customer feedback tools. High emotional intelligence and a customer-centric mindset. Strong organizational skills and attention to detail.

Desirable Traits:

Passionate about creating memorable customer experiences. Confident, approachable, and diplomatic under pressure. Results-driven with a continuous improvement mentality. Knowledge of automotive sales processes and showroom operations is a strong advantage.
Job Types: Full-time, Permanent

Pay: From ?20,000.00 per month

Benefits:

Cell phone reimbursement Internet reimbursement Leave encashment Paid time off Provident Fund
Schedule:

Day shift
Supplemental Pay:

Performance bonus
Work Location: In person