Position Purpose
To lead and strengthen customer experience management across all customer touchpoints by driving CRM initiatives, customer feedback systems, complaint resolution, and dealership coordination to enhance customer satisfaction, loyalty, and retention.
Key Responsibilities
Manage end-to-end customer experience across dealerships, call center, digital platforms, social media, WhatsApp, and other customer touchpoints.
Drive CRM and customer lifecycle management initiatives to improve customer engagement, retention, and repurchase behavior.
Analyze customer journeys and identify critical touchpoints and “Moments of Truth” to enhance overall customer satisfaction.
Lead VOC (Voice of Customer) programs, customer feedback mechanisms, customer trend analysis, and satisfaction studies.
Monitor and improve customer satisfaction trends through actionable insights and continuous improvement initiatives.
Oversee complaint management processes and ensure...