Provincial Automobile Co. Pvt. Ltd. (Mahindra) is seeking an experienced Customer Experience Head (CX Head) to lead customer satisfaction, customer retention, and service quality initiatives across the dealership. The candidate will be responsible for ensuring an exceptional customer journey throughout the sales and service lifecycle while driving customer-centric culture within the organization.
Key Responsibilities:
- Develop and implement customer experience strategies to enhance customer satisfaction and loyalty.
- Monitor customer feedback, NPS, CSI, and other customer satisfaction metrics.
- Analyze customer complaints and ensure timely resolution.
- Coordinate with Sales, Service, CRM, and Operations teams to improve customer experience.
- Conduct customer engagement and retention programs.
- Monitor and improve dealership customer satisfaction scores.
- Identify process gaps and implement corrective actions.
- Lead and mentor CRM, CRE, and customer support teams.
- Prepare MIS reports and present customer experience insights to management.
- Ensure compliance with OEM customer experience standards and dealership policies.
- Conduct regular audits and training programs focused on customer service excellence.
Required Skills:
- Excellent leadership and team management skills.
- Strong communication and interpersonal skills.
- Expertise in customer satisfaction management and complaint handling.
- Analytical and problem-solving abilities.
- Strong knowledge of CRM systems and customer experience tools.
- Proficiency in MS Excel, PowerPoint, and reporting.
Experience:
- Minimum 5-8 years of experience in Customer Experience, CRM, Customer Service, Customer Satisfaction, or Dealership Operations.
- Experience in Automobile Dealership industry is highly preferred.
- Prior experience in managing customer experience teams is mandatory.
Pay: ₹25,000.00 - ₹40,000.00 per month
Work Location: In person
