CRM & Customer Experience Manager-Automotive

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.

• 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.

• Bachelor's Degree in Business Administration, Marketing, or a related field.
• Proven experience in CRM management and customer service leadership, preferably within the automotive industry.
• Strong understanding of automotive sales, service, and aftersales operations.
• Proficiency in CRM software and customer analytics tools.
• Analytical ability to interpret customer data & drive actionable insights
• Excellent communication, leadership, and problem-solving abilities.
• Customer-centric mindset with a passion for delivering exceptional customer experiences.
• Strong organizational and project management skills.
• Ability to effectively manage cross-functional teams and build strong stakeholder relationships.
• Excellent negotiation, conflict resolution, and decision-making capabilities.