About the role
* 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
