Customer Experience Manager

Apex JK Motors - Mahindra; Dimapur; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Apex JK Motors - Mahindra is seeking a Customer Experience Manager to ensure sales process compliance and deliver an excellent customer experience throughout the vehicle purchase and delivery journey.

Role involves monitoring adherence to dealership sales processes, tracking customer satisfaction, resolving complaints, and training the sales team on customer-centric practices to continually improve service levels and buyer journeys.

Qualifications

• Graduate in any discipline.
• 15 years of sales experience; automobile industry experience preferred.

Responsibilities

• Monitor adherence to dealership sales processes and report deviations.
• Track customer satisfaction scores and analyze feedback for gaps.
• Resolve customer concerns with timely actions.
• Train the sales team on customer-centric practices.
• Oversee pre-delivery process including vehicle condition and documentation.
• Ensure timely pre- and post-sales follow-ups.
• Monitor home installation services and collect feedback.
• Record accurate customer details and tentative delivery dates in OTFs.
• Maintain showroom cleanliness and display standards.
• Drive customer engagement throughout the sales journey.

Skills

Customer service

Relationship management

Communication skills

Interpersonal skills

Problem solving

Execution and coordination

Stakeholder management

Feedback analysis

Education

Graduate in any discipline

Job description

Job Summary

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 upscale 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

• Strong customer service and relationship management skills.
• Excellent communication and interpersonal skills.
• Problem-solving and conflict-resolution abilities.
• Strong execution, coordination, and stakeholder management skills.
• Ability to analyze customer feedback and drive process improvements.