CUSTOMER EXPERIENCE HEAD (CXH)

K.S. Motors Mahindra, has been a prominent player in the automotive industry since its inception in 1990, proudly serving both the commercial and personal vehicle segments. Over the years, K.S. Motors Mahindra has expanded its presence across Rajasthan, particularly in the vibrant districts of Jaipur and Dausa.

Presently our esteemed organization boasts an extensive network of 14 branches strategically positioned to cater to the diverse needs of our valued customers.

In the heart of Jaipur, K.S. Motors Mahindra has established a well-equipped workshop in the industrial precincts of Jhotwara, setting the standard for modern automotive service facilities. Furthermore, to ensure seamless and efficient service delivery, we have established four additional service outlets within our branch network, reinforcing our commitment to providing top-notch maintenance and support to our patrons.

As we embark on our journey into the fourth decade of operation, our unwavering commitment to our core values remains unshakeable. At K.S. Motors, we prioritize customer centricity, uphold the highest standards of ethical business practices, nurture the well-being of our dedicated employees, and remain steadfast in our pursuit of sustainability. These principles have been instrumental in our success thus far and will continue to guide us as we strive for excellence in the automotive industry. We look forward to further enhancing our offerings and serving our customers with dedication and integrity in the years to come.

CUSTOMER EXPERIENCE HEAD (CXH)

The Customer Experience Head (CXH) is responsible for creating and maintaining a consistent, seamless, and superior customer experience across the entire dealership journey—from enquiry and vehicle purchase to delivery, service, complaint resolution, and customer retention.The CXH will drive Customer Satisfaction (CSAT), Net Promoter Score (NPS), Customer Retention, CRM effectiveness, complaint resolution, and customer loyalty while ensuring that all customer-facing teams follow defined customer experience standards.

Key Responsibilities

• Develop and implement the dealership's Customer Experience (CX) strategy.
• Define customer experience standards for Sales, CRM, Delivery, and After-Sales.
• Map and continuously improve the complete Customer Journey.
• Identify customer pain points and implement corrective actions.
• Establish standard operating procedures for customer interactions.
• Ensure consistency in customer experience across all dealership touchpoints.
• Conduct periodic CX audits and identify improvement opportunities.
• Monitor and improve Customer Satisfaction (CSAT), NPS and Customer Experience scores.
• Analyze customer feedback and identify recurring issues.
• Prepare monthly CX performance reports for management.
• Develop action plans for improving low-performing areas.
• Ensure dealership teams understand customer satisfaction targets.
• Take ownership of critical and escalated customer complaints.
• Establish a structured complaint management process.
• Ensure complaints are acknowledged and resolved within defined TAT.
• Maintain a Customer Complaint Tracker.
• Conduct Root Cause Analysis (RCA) for repeated complaints.
• Monitor complaint closure and customer confirmation.
• Escalate unresolved/high-risk complaints to senior management.
• Ensure effective utilization of the dealership CRM system.
• Monitor customer data quality and CRM hygiene.
• Develop customer retention and loyalty initiatives.
• Monitor customer reactivation activities.
• Identify opportunities for cross-selling and upselling.
• Ensure customers receive a professional experience from enquiry to vehicle delivery.
• Monitor showroom customer handling standards.
• Review enquiry response time and follow-up quality.
• Monitor customer experience during vehicle delivery.
• Ensure Vehicle Delivery Experience is standardized and memorable.
• Monitor customer experience throughout the service journey.
• Ensure customers receive timely communication regarding service status.
• Monitor service retention and repeat visits.
• Track customer feedback after service.
• Ensure timely response to digital enquiries.
• Monitor online customer reviews and ratings.
• Develop strategies to improve Google ratings and online reputation.
• Coordinate with Digital Marketing teams for customer engagement campaigns.
• Ensure consistent communication across digital channels.
• Convert customer feedback into actionable improvement plans.
• Conduct regular training for customer-facing employees.
• Conduct role plays and customer interaction simulations.
• Develop CX training modules for new joinees.

Required Skills

• Excellent customer relationship management skills
• Strong communication and interpersonal skills
• Customer complaint handling
• Analytical and problem-solving ability
• Strong CRM knowledge
• Knowledge of automobile dealership processes
• Good understanding of Sales & Service operations
• Customer journey mapping
• Data analysis and reporting
• Presentation skills
• Team management
• Negotiation and conflict resolution
• Digital customer engagement
• Strong service orientation

Educational Qualification

• Graduate in any discipline.
• MBA/PGDM in Marketing, Customer Relationship Management, Operations or related field.

Experience

• 10-15+ years of experience in Customer Experience, CRM, Customer Relationship Management, Sales/Service Operations or Automobile Dealership.
• Experience in an automotive dealership environment will be preferred.
• Candidates with experience in managing NPS, CSAT, VOC, customer complaints and CRM operations will be preferred.