Customer Experience Manager

CLIENT : Leading Automobile CompanyDESIGNATION: Manager / Senior Manager Customer ExperienceLOCATION : Sri LankaPACKAGE : Open to discussionOVERVIEWThe company is seeking a customer-focused and results-driven Customer Experience Manager to oversee the customer journey across its electric vehicle business. The ideal candidate will be responsible for enhancing customer satisfaction, strengthening customer relationships, and ensuring a seamless experience across sales, delivery, after-sales service, and customer support.KEY RESPONSIBILITIESLead customer experience initiatives across the electric vehicle business.Develop and implement strategies to improve customer satisfaction, retention, and loyalty.Oversee customer interactions throughout the vehicle purchasing, delivery, and after-sales journey.Establish service standards and ensure consistent delivery of a high-quality customer experience.Handle escalated customer complaints and coordinate with relevant departments to achieve timely resolutions.Monitor customer feedback, satisfaction levels, and service performance indicators.Work closely with sales, service, and after-sales teams to identify and resolve customer pain points.Develop processes to improve customer engagement, communication, and service efficiency.Train and guide customer-facing teams on customer service standards and relationship management.Prepare customer experience reports and recommend improvements to management.PRE-REQUISITES Bachelor’s degree in Business Management, Marketing, Automotive Management, or a related field.5+ years of relevant experience in customer experience, customer service, or customer relationship management, with current Assistant Manager or Manager-level exposure preferred.Experience in the automobile industry is highly preferred, particularly in passenger vehicles, EVs, or after-sales service.Candidates from other customer-centric industries may also be considered.Excellent communication, interpersonal, and customer relationship management skills.Strong leadership and team management capabilities.Ability to analyse customer feedback and translate insights into practical improvements.Strong problem-solving, conflict-resolution, and stakeholder management skills.