CRM & Customer Experience Manager-Automotive – Career Hunters

Job Summary

We are seeking a dynamic and customer-focused CRM & Customer Experience Manager to lead customer relationship management initiatives and drive service excellence across the organization. Responsible for developing CRM strategies, enhancing customer satisfaction, strengthening customer loyalty, and utilizing customer data analytics to support business growth. This role requires strong leadership skills, analytical capabilities, and a thorough understanding of automotive sales, service, and aftersales operations.

Key Responsibilities:

• Design, implement, and manage CRM systems to capture, analyze, and leverage customer data effectively.
• Develop and maintain customer care policies and procedures in line with automotive industry best practices.
• Lead customer service teams and ensure prompt resolution of customer inquiries, complaints, and service requests.
• Collaborate with Sales and Aftersales departments to improve customer engagement, retention, and overall customer experience.
• Monitor customer satisfaction metrics, including CSI and NPS, and implement initiatives to improve performance.
• Analyze customer data and trends to provide actionable insights that support business decisions and customer retention strategies.
• Train, coach, and mentor staff on CRM systems, customer service standards, and service excellence practices.
• Manage customer loyalty programs, service reminder campaigns, and personalized customer communication initiatives.
• Prepare and present regular reports on customer feedback, satisfaction levels, trends, and departmental performance.
• Ensure compliance with company policies, manufacturer standards, and applicable industry regulations.

Job Details

Preferred Candidate

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