Walk-in | Customer Experience Manager (CXM)

H R Creations; Lucknow; On-site; INR 600,000 - 900,000; Full time

Job summary

H R Creations is seeking an experienced Customer Experience Manager (CXM) to drive customer satisfaction across automotive dealership touchpoints. You will manage feedback, resolve complaints, and monitor CX metrics to improve the customer journey.

The role requires coordinating with Sales, Service, CRM and Operations, training frontline teams, and developing initiatives to boost retention and loyalty.

Qualifications

• Experience in automotive dealerships or customer experience roles.
• Strong communication and relationship management.
• Ability to analyze feedback data and report CX metrics.

Responsibilities

• Manage the end-to-end customer experience journey from enquiry to delivery and after-sales service.
• Monitor CX metrics such as NPS/CSI and service quality.
• Handle and resolve customer complaints in a timely manner.
• Coordinate with Sales, Service, CRM and Operations to improve CX.
• Conduct customer feedback calls and analyze trends.
• Prepare reports on customer satisfaction and CX performance.
• Train frontline teams on customer handling and service etiquette.
• Develop initiatives to improve retention and loyalty.
• Ensure timely follow-up with customers and maintain relationships.

Skills

Communication

CRM management

Complaint handling

NPS CSI management

Team leadership

Data reporting

MS Excel

Automotive dealership experience

Tools

CRM software

Job description

Role & responsibilities

Job Summary

We are looking for an experienced Customer Experience Manager (CXM) to drive customer satisfaction, improve service quality, and ensure a seamless customer journey across all touchpoints of the automotive dealership. The candidate will be responsible for managing customer feedback, resolving complaints, monitoring CX metrics, and coordinating with internal teams to improve overall customer experience.

Key Responsibilities

• Manage the complete customer experience journey from enquiry to delivery and after-sales service.
• Monitor customer satisfaction, feedback, NPS/CSI scores, and service quality.
• Handle customer complaints and ensure timely resolution.
• Identify recurring customer issues and implement corrective actions.
• Coordinate with Sales, Service, CRM, and Operations teams to improve customer experience.
• Conduct customer feedback calls and analyse feedback trends.
• Ensure adherence to company customer-service standards and SOPs.
• Prepare regular reports on customer satisfaction, complaints, and CX performance.
• Train and guide frontline teams on customer handling and service etiquette.
• Develop initiatives to improve customer retention and loyalty.
• Ensure timely follow-up with customers and maintain strong relationships.

Key Skills

• Excellent communication and interpersonal skills
• Customer relationship management
• Complaint handling and problem-solving
• NPS/CSI and customer feedback management
• Team coordination and leadership
• Strong analytical and reporting skills
• MS Excel and CRM knowledge
• Automotive dealership/service experience preferred

Preferred candidate profile

Candidates with experience in automotive dealerships, passenger/commercial vehicle companies, automobile service centres, or customer experience/CRM roles will be preferred.