Job Description

Job Summary:We are seeking a dynamic and customer-focused Customer Experience Manager to oversee the end-to-end customer journey in our luxury car showroom. The ideal candidate will ensure a seamless, premium experience for every client from first contact to post-sale follow-up, aligning with the brand's luxury positioning.Key Responsibilities:- Greet and engage high-net-worth clients, ensuring a welcoming and exclusive showroom experience- Supervise and continuously enhance customer journey touchpoints - from test drive scheduling to vehicle delivery- Handle escalations and resolve client concerns in a timely and professional manner- Work closely with the sales and service teams to ensure customer satisfaction at every interaction- Implement feedback mechanisms (surveys, calls, etc.) to capture and act on customer insights- Manage loyalty programs and organize exclusive client events and brand experiences- Maintain CRM system with accurate records of customer interactions and preferences- Train front-desk and relationship teams in hospitality and luxury service standards- Ensure the showroom ambiance, staff behavior, and service standards reflect luxury brand expectationsKey Requirements:- Minimum 5-8 years of experience in customer service, preferably in luxury automobiles, hospitality, or aviation- Strong communication, interpersonal, and problem-solving skills- High emotional intelligence and grooming standards- Experience with CRM software (e.g., Salesforce, AutoCRM)- Bachelor's degree in Hospitality, Business Administration, or related field- Fluency in English; additional regional or foreign languages is a plusPreferred Qualities:- Experience working with premium/luxury brands- Passion for automobiles and understanding of the luxury car market (ref:updazz.com)