Customer Delight Manager

Role Summary

We are looking for a customer-focused and energetic Customer Delight Manager to manage and enhance the overall customer experience across our two-wheeler showroom.

The role will be responsible for ensuring a smooth and memorable customer journeyfrom showroom enquiry and vehicle purchase through delivery, service follow-up, feedback, and customer retention.

The ideal candidate should have strong communication skills, a customer-first attitude, and experience in automobile dealerships, retail, hospitality, banking, or other customer-facing industries.

Key Responsibilities

1. Customer Experience Management

• Own the end-to-end customer experience at the showroom.
• Ensure customers receive a warm, professional, and consistent experience at every touchpoint.
• Monitor customer interactions with Sales, Finance, Insurance, Accessories, Delivery, and Service teams.
• Identify gaps in the customer journey and implement corrective actions.
• Ensure showroom customer-handling standards are consistently followed.

2. Customer Feedback & Satisfaction

• Collect and analyse customer feedback through calls, surveys, reviews, and direct interactions.
• Monitor customer satisfaction scores, NPS/CSI, Google reviews, and other dealership feedback metrics.
• Identify recurring customer concerns and coordinate with relevant departments for resolution.
• Develop action plans to improve customer satisfaction and loyalty.
• Ensure positive customer experiences are encouraged and recognised.

3. Complaint & Escalation Management

• Act as the primary point of contact for escalated customer complaints.
• Resolve customer issues promptly and professionally.
• Coordinate with Sales, Service, Finance, Insurance, and OEM teams to close complaints.
• Maintain a complaint tracker and ensure timely closure.
• Conduct root-cause analysis for recurring complaints and recommend preventive actions.
• Escalate critical issues to senior management with appropriate recommendations.

4. Vehicle Delivery Experience

• Ensure every vehicle delivery provides a memorable customer experience.
• Coordinate with Sales and Delivery teams to ensure vehicles are ready on time.
• Ensure proper documentation, vehicle explanation, accessories, and delivery protocols are completed.
• Drive personalised delivery experiences for important customers.
• Monitor delivery feedback and identify areas for improvement.

5. Customer Retention & Relationship Management

• Develop initiatives to improve customer retention and repeat business.
• Maintain regular communication with existing customers.
• Coordinate customer engagement activities, campaigns, events, and referral programmes.
• Identify opportunities for repeat purchases, accessories, service visits, and referrals.
• Build strong relationships with key and loyal customers.

6. Digital Reputation Management

• Monitor customer reviews and feedback across Google and relevant digital platforms.
• Coordinate appropriate responses to customer reviews in line with company guidelines.
• Encourage satisfied customers to share genuine feedback and reviews.
• Track online sentiment and highlight recurring concerns to management.

7. Team Coordination & Training

• Train showroom employees on customer service etiquette and customer-handling standards.
• Conduct regular customer experience briefings with Sales and Service teams.
• Coach employees on communication, complaint handling, and professional behaviour.
• Work with department heads to improve customer-facing processes.
• Conduct periodic audits of showroom customer experience.

8. Customer Experience MIS & Reporting

Prepare regular reports covering:

• Customer satisfaction / CSI / NPS
• Number and type of complaints
• Complaint closure TAT
• Customer feedback
• Delivery experience scores
• Google/digital reviews
• Repeat customers
• Referral leads
• Customer retention
• Escalated cases
• Department-wise customer experience performance

Present key findings and improvement plans to management.

Key Performance Indicators (KPIs)

• Customer Satisfaction / CSI score
• NPS score and improvement
• Complaint closure within defined TAT
• Reduction in repeat complaints
• Customer retention rate
• Positive online reviews
• Customer referral generation
• Delivery experience rating
• Customer feedback response rate
• Successful implementation of customer experience initiatives

Candidate Profile

Education:

• Any Bachelor's degree.
• MBA/PGDM in Marketing, HR, Hospitality, or related areas will be an advantage.

Experience:

• 3–6 years of experience in customer experience, customer relationship management, showroom operations, automobile dealerships, hospitality, retail, banking, or a similar customer-facing role.
• Experience in a two-wheeler or four-wheeler dealership will be preferred.
• Candidates with experience handling customer complaints and escalations will be strongly preferred.

Required Skills

• Excellent verbal and written communication skills
• Strong customer-handling and interpersonal skills
• Good negotiation and conflict-resolution ability
• Strong follow-up and coordination skills
• Problem-solving mindset
• Ability to handle difficult or dissatisfied customers calmly
• Good knowledge of MS Excel and PowerPoint
• Ability to analyse customer feedback and prepare MIS reports
• Strong presentation and training skills
• Professional appearance and positive attitude
• Tamil and English communication skills are essential; Hindi will be an added advantage

Personal Attributes

• Customer-first mindset
• Empathy and patience
• High energy and enthusiasm
• Ownership and accountability
• Positive and approachable personality
• Strong attention to detail
• Ability to work under pressure
• Strong relationship-building skills

Preferred Industry Background

Candidates from the following industries may be considered:

• Two-wheeler / four-wheeler dealerships
• Automobile retail
• Automotive service
• Retail
• Hospitality
• Banking / financial services
• Consumer durables
• Premium retail
• Customer experience / CRM

Working Environment

The role is primarily showroom-based and requires regular interaction with customers and dealership teams. The candidate should be comfortable working in a high-footfall retail environment, including weekends and during sales campaigns or special events.