Head Customer Relationship Manager

Job description

Key Responsibilities • Map and optimize the complete sales customer journey across inquiry, test drive, booking, and delivery stages. • Define and implement CX standards and guidelines for retail sales experience across the dealer network. • Partner with Digital and CRM teams to introduce digital tools that improve transparency, convenience, and customer engagement. • Conduct audits, mystery shopping, and feedback analysis to ensure compliance with defined experience standards. • Collaborate with regional sales teams to resolve customer issues and improve responsiveness. • Track and improve Sales Satisfaction KPIs • Design and drive training programs for frontline sales teams on consultative selling and customer engagement. • Lead and execute pilot CX initiatives and scale them across the network. • Work cross-functionally to ensure a consistent brand experience for customers. • Drive the Lead to Sales index journey/no's & conduct analysis on lost leads Key Skills & Competencies • Strong understanding of automotive retail operations and sales processes. • Experience in customer journey design, CX strategy, and digital transformation. • Analytical mindset with strong problem-solving and change management capability. • Excellent stakeholder management and communication skills. • Ability to work with cross-functional teams and drive alignment. • Proficient in MS Office related skills • Proficient to conduct 5 why analysis & share the observations/findings with the required stakeholders to drive the required numbers, Experience & Qualifications • 2 - 16 years of experience in automotive sales, retail operations, or customer experience roles. • Bachelor’s degree in Business, Marketing, or related field. • Experience in CX programs, CRM, or mystery shopping processes preferred. • Familiar with CRM related tools & jargons used in the industry • Capability to manage 3rd party vendors - related to call center & also drive the required metrics from them • 'Open to travel