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URGENT HIRING CUSTOMER EXPERIENCE MANAGER

Fresher   Balangir   23 Oct, 2025
MINERVA AUTOMOBILES PRIVATE LIMITED
Job LocationBalangir
EducationNot Mentioned
SalaryNot Disclosed
IndustryAutomobile / Auto Ancillaries
Functional AreaSales Support / MISSales / BD
EmploymentTypeFull-time

Job Description

    Key Roles & Responsibilities:1. Customer Engagement & Relationship Management
    • Greet and assist all walk-in customers in the showroom with courtesy and professionalism.
    • Ensure timely and quality customer handling by sales and service teams.
    • Build and maintain strong relationships with customers to drive loyalty and referrals.
    • Oversee vehicle delivery process to ensure a delightful and memorable experience.
    2. Customer Feedback & Satisfaction Monitoring
    • Conduct post-sale and post-service follow-up calls to assess customer satisfaction.
    • Collect, analyze, and report customer feedback using CSI (Customer Satisfaction Index) and NPS metrics.
    • Identify service gaps and implement corrective actions to improve the customer experience.
    • Ensure prompt resolution of customer complaints and maintain a complaint tracker.
    3. Coordination with Departments
    • Work closely with Sales, Service, CRM, and Accounts teams to ensure smooth communication and coordination.
    • Support the Service team in ensuring timely feedback and follow-up after service.
    • Liaise with OEM (Manufacturer) representatives for customer satisfaction audits and brand programs.
    4. Customer Retention & Engagement Activities
    • Plan and execute customer engagement initiatives such as delivery events, customer meets, and service camps.
    • Monitor repeat customer data and implement retention programs.
    • Manage loyalty or referral programs to enhance long-term relationships.
    5. Process & Quality Management
    • Ensure that all dealership processes align with OEM customer experience standards.
    • Conduct regular audits of customer touchpoints (reception, lounge, delivery area, etc.).
    • Train and guide staff on customer communication, grooming, and soft skills.
    6. Digital Experience & Reputation Management
    • Monitor and respond to online reviews, feedback, and ratings (Google, social media, etc.).
    • Coordinate digital communication (emails, WhatsApp, SMS) ensuring consistent brand tone and professionalism.
    7. Reporting & Analysis
    • Prepare weekly and monthly reports on CSI, NPS, and customer feedback trends.
    • Present findings and recommendations to management for continuous improvement.

Keyskills :
customer satisfactioncustomer service operationscustomer handlingdealer management

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