Customer Experience Manager

• Oversee and improve the full customer journey across pre-sales, sales, and after-sales service to ensure a seamless customer experience across all touchpoints
• Monitor customer satisfaction levels across all service centers and branches, ensuring consistent service quality and high customer experience standards
• Analyze customer feedback, complaints, CSAT, NPS, and Voice of Customer (VoC) reports to identify pain points, root causes, and improvement opportunities
• Coordinate with service managers, branch teams, dealer networks, and internal departments to standardize processes and enhance customer satisfaction
• Lead customer experience improvement initiatives, including customer retention strategies, loyalty programs, and service excellence enhancements
• Oversee CRM performance, customer engagement programs, and digital customer journey improvements to strengthen customer relationships and operational efficiency
• Establish and monitor KPIs for customer experience, service quality, and team performance, ensuring continuous improvement and measurable business results
• Manage escalated customer complaints and ensure timely, effective resolutions while maintaining brand trust and customer loyalty

*Minimum 5+ years of experience in Customer Experience, CRM, Customer Relations, or Customer Service Management

• Strong automotive industry background is mandatory
• Experience managing multiple branches, service centers, or dealer networks
• Strong knowledge of customer journey mapping and customer lifecycle management
• Experience with Voice of Customer (VoC), CSAT, NPS, and customer satisfaction analysis
• Strong leadership experience managing CRM teams, call center teams, or customer service teams
• Experience in handling escalated complaints and customer retention strategies
• Strong analytical skills with KPI monitoring and reporting experience
• Experience in CRM systems and digital customer experience improvement
• Excellent communication, leadership, and stakeholder management skills
• Ability to work cross-functionally with sales, service, marketing, and operations teams
• Strong problem-solving and continuous improvement mindset