Customer Experience Manager

Job Title: Customer Experience Manager (CXM)Industry: Automobile

Location: Gurugram, Sector 33

Working Days: 6 Days a Week

Working Hours: 9:00 AM – 6:00 PM

Salary: To be discussed during the interview

About DAP KIA AUTOMOBILES PVT LTD

DAP Kia Automobiles Pvt Ltd is an authorized Kia dealership based in Gurugram, offering sales and customer support for Kia passenger vehicles. The company is committed to delivering a high-quality customer experience through professional sales, service coordination, and CRM-driven processes.Job Summary:We are looking for an experienced Customer Experience Manager (CXM) with strong exposure to the automobile industry. The ideal candidate should have extensive experience in CRM operations, along with sound knowledge of Sales and Service processes, to enhance customer satisfaction and retention.

Key Responsibilities:

• Manage and improve overall customer experience across sales and service touchpoints
• Handle CRM operations, customer feedback, complaints, and escalation management
• Monitor customer satisfaction scores and implement improvement actions
• Coordinate with Sales and Service teams to ensure seamless customer journeys
• Analyze CRM data and generate reports for management review
• Ensure compliance with OEM/customer experience standards
• Train and guide teams on customer handling and CRM best practices
• Required Experience & Qualifications:8–10 years of experience in the automobile industry
• 5–8 years of experience specifically in a CRM role
• Strong knowledge of Sales and Service operations
• Excellent communication skills with fluency in English
• Experience with PSFU or SMR (preferred)
• Ability to handle customer escalations professionally

Preferred Skills:

• Strong analytical and reporting skills
• Customer-focused mindset
• Leadership and team coordination abilities
• Good knowledge of OEM CRM processes