Customer Experience Manager CXM

2 days ago

Gurgaon, Haryana, India Dap Automobiles Private Limited Full time ₹ 4,80,000 per year

Job Title: Customer Experience Manager (CXM) – Automotive Industry

Location: Gurgaon

Department: Customer Experience Sales

Reports To: Head of Customer Experience / General Manager

Employment Type: Full-time

Job Summary:

As a Customer Experience Manager (CXM) in the automotive industry, you will be responsible for designing, managing, and enhancing the end-to-end customer journey—from first interaction to post-purchase support. Your goal is to ensure customers receive a seamless, personalized, and high-quality experience across all touchpoints (dealerships, digital channels, service centers, etc.), ultimately driving satisfaction, loyalty, and advocacy.

Key Responsibilities:

  • Customer Journey Mapping:

Design and continuously improve customer journey maps across sales, delivery, aftersales service, and digital touchpoints.

  • Voice of Customer (VoC):

Implement feedback mechanisms (surveys, NPS, CSAT) and analyze customer feedback to identify pain points and opportunities for improvement.

  • Dealer & Service Network Support:

Work closely with dealerships and service centers to ensure CX standards are met and best practices are implemented.

  • Training & Coaching:

Conduct CX training programs for front-line staff (sales advisors, service representatives) to improve interpersonal skills and service quality.

  • Digital Experience Optimization:

Collaborate with digital and IT teams to ensure website, mobile apps, and CRM tools provide a consistent and user-friendly customer experience.

  • Customer Retention Programs:

Design and implement loyalty programs, referral schemes, and personalized engagement initiatives.

  • Data Analysis & Reporting:

Use CRM and customer analytics tools to track KPIs like NPS, CES, CSAT, repeat visits, and lead conversion rates. Generate insights to support data-driven decision-making.

  • Cross-Functional Collaboration:

Liaise with marketing, product, sales, and service departments to ensure consistent messaging and seamless execution of the customer journey.

  • Complaint Management:

Lead the resolution process for escalated customer complaints, ensuring timely closure and root cause analysis.

Job Type: Full-time

Pay: ₹30, ₹40,000.00 per month

Work Location: In person

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