Job Summary
SSB Automobile Private Limited is looking for an experienced and customer-focused Head – Customer Delight Manager (CDM) to lead the Customer Delight function across dealership operations. The ideal candidate will be responsible for enhancing customer satisfaction, ensuring superior dealership experience, managing customer feedback, handling escalations, monitoring CRM processes, and driving customer retention initiatives in line with OEM standards.
Key Responsibilities
- Lead and manage the Customer Delight/CRM team across all dealership operations.
- Ensure exceptional customer experience throughout the sales journey.
- Monitor customer satisfaction scores (CSI), NPS, Google Reviews, and OEM customer experience parameters.
- Handle customer complaints and escalations, ensuring timely resolution and maintaining high service standards.
- Conduct customer feedback calls, follow-ups, and satisfaction surveys after sales and service interactions.
- Develop and implement customer retention and loyalty initiatives to enhance repeat business.
- Ensure adherence to OEM CRM processes, customer handling guidelines, and dealership SOPs.
- Analyze customer feedback, identify improvement areas, and recommend corrective actions.
- Prepare daily, weekly, and monthly MIS reports related to customer satisfaction, complaints, and retention.
- Conduct training sessions for dealership staff on customer handling, communication skills, and service excellence.
- Monitor team performance, assign targets, and ensure achievement of customer satisfaction objectives.
Eligibility Criteria
- 2-4 years of experience in Customer Delight/CRM operations in the automobile industry.
- Strong understanding of dealership operations, customer relationship management, and OEM standards.
- Excellent leadership, communication, conflict resolution, and interpersonal skills.
- Proficiency in MS Office, CRM software, and MIS reporting.
Key Skills
- Customer Relationship Management (CRM)
- Customer Delight & Experience Management
- Customer Complaint Resolution
- CSI/NPS Monitoring
- Team Leadership & People Management
- Customer Retention Strategies
- Process Compliance & Quality Management
- MIS Reporting & Data Analysis
- Communication & Conflict Resolution
- Training & Team Development
Pay: ₹20,000.47 - ₹25,000.27 per month
Benefits:
- Health insurance
- Provident Fund
Work Location: In person
