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