Customer Experience Manager(CXM) (Female)

Job Description:

Position Name
Customer Experience Manager(CXM) Position Level
Level 2 Reporting Manager
Dealer Principal/CEO Qualification Criteria (Education and Experience)
Any Graduate, PGDM/MBA an added advantage
8 to 10 years of work Experience in Sales Processes, Customer relationship or Customer care role in any industry. Automobile Industry or Hospitality Industry preferred. Skills/Competencies
? Customer Centricity
? Communication Skills
? Problem Solving and Decision Making
? Interpersonal Skills
? Analytical Skills
? Agility and drive for results
? Conflict Management
? Influence your peers
? Team handling Skills Key Interactions/ Key Communications
? Customer
? Dealer Principal/CEO
? CXO, Showroom Hostess
? Training Lead
? HR Manager
? Sales Head(GM Sales), Sales Manager, Team Leader and Customer Advisor
? Accessories Manager, Tata Motors Assured Manager, Sales Operations Manager and Contact Centre Team leader
? Service Head(GM Service) and Service CRM Key Responsibilities
1) Showroom Experience Management:
? Ensure that Showroom and Display vehicles are in good condition at all times
? Check and review whether Showroom Hostess is doing the Showroom and display vehicle audit on daily basis as per defined SOP
? Observe and provide feedback whether Security Guard, Showroom Hostess and Customer Advisors are receiving and welcoming the Customers as per defined SOP (Atleast 1 Customer walk-in experience to be observed on daily basis)
? Conduct weekly Audit of Showroom upkeep, display vehicles and initial sales experience as per defined SOP. Share the feedback with Sales Head and all other stakeholders
2) Tele-in Call Experience Management:
? Monitor the quality of Tele-in call response by Tele-in SPOC, CA/TL and provide feedback to Contact Centre Team leader and Sales Head on the basis of defined SOP on daily basis
3) Test Drive Experience Management:
? Conduct weekly audit of TD vehicles condition and share feedback with TDA and Sales Operations Manager
? Observe the vehicle condition and provide feedback whether CA and TDA have followed the defined SOP for Test Drive preparation (Atleast 1 TD to be observed on daily basis)
? Monitor TD-IFIRs Adherence and check Quality of TD-IFIRs and resolution done
for any concerns. Provide feedback to CXO
? Monitor and review the Pre sales Experience feedback. Share the feedback with TL,SM and Sales Head on weekly basis and ensure that the corrective as well as preventive actions are taken
4) Booking to Delivery Management:
? Ensure that the booking details (EDD and other details) are reconfirmed with Customer within 24 hours of booking. Highlight to SM/Sales Head in case of any discrepancies identified and ensure the resolution.
? Ensure the implementation of My Car My Choice: Customised Delivery Process
? Monitor and review the Customer Satisfaction levels through My Car My Choice dashboard .Share the feedback with TL, SM and Sales Head on weekly basis and ensure that the corrective as well as preventive actions are taken
? Monitor and review the implementation of Customer Welcome docket
? Ensure that the quality of commitment form is being checked by CXO and provide the feedback to SM and Sales Head
? Ensure that the sales team proactively communicate the revised EDD for the expected delayed cases as per BVT Tracker
? Ensure the implementation of Delivery scheduling sms to Customer on D-1 day
5) Delivery Process Management:
? Ensure that the delivery celebrations are done for each and every vehicle delivery as per the Delivery ceremony SOP
? Monitor the implementation of Delivery Time Scheduling sheet by Showroom Hostess
? Observe the delivery vehicle condition prior to delivery and provide feedback to Sales Operations Manager and Sales Head (Atleast 3-4 vehicles in a week).Discuss and review the discrepancies highlighted by CXO on weekly basis.
? Ensure the implementation of Seal the deal process by CXO and arrange for the instant resolution ,in case of any pendency, by highlighting to SM/Sales Head
? Ensure that all pending items as per Delivery Checklist are provided to Customer at the earliest possible time by concerned stakeholders
? Monitor Delivery-IFIRs Adherence and check Quality of Delivery-IFIRs and resolution done for any concerns. Provide feedback to CXO
? Monitor Time to Complete Delivery Process on weekly basis for all deliveries. Identify the reasons for delay ,if any and make the corrective action planning with all the stakeholders
? Ensure the implementation of Thank you letter
6) Post Delivery Process Management:
? Ensure the implementation of Thankyou sms to Customer within 24hrs of delivery
? Ensure that Post-delivery follow-up call is done for all Customers after 7 days of delivery to capture feedback. Share the feedback with respective CA and TLs /SM
? Ensure that the internal complaints are registered in CRM DMS system for dissatisfied Customers or in case any pendency has been highlighted during D+7 day calling
? Drive the culture of capturing and resolution of all concerns raised by any Customer with any dealership employee at dealership level itself
? Monitor the CX Performance of the dealership by extracting the SSI Scores, CPTV and TAT Adherence from Customer Experience Dashboard in Analytics on daily basis
? Share the CA wise and TL wise SSI scores in the daily morning meetings. Appreciate the good performing CAs in front of everyone. Share the VOCs
? Observe the CXO following the D+7 day Calling Script and provide the qualitative feedback
? Monitor the DTC Adherence by Sales Admin on weekly basis and ensure 100% updation in the CRM DMS System
? Monitor the D+7 day Calling Adherence on Weekly basis and take actions in case of low response rate
? Monitor and review the D+14 day Home Visit adherence with TLs and SM/Sales Head on daily basis
? Drive Post sales Customer engagement events (Customer meets, Customer connect program, birthdays, anniversaries, product launches, festivals etc.)
? Conduct regular Sales process audits as per TML guidelines
7) Concerns Resolution and Action Planning
? Ensure the resolution of all concerns through CA with Home Visit within 24hrs.Escalate to SM and Sales Head if any concern is not resolved within 24hrs
? Monitor the TAT Adherence of the dealership and % of Concerns resolved with the Satisfaction Notes
? Present Open Complaints to the TLs, SMs and Sales Head during morning meetings and highlight the challenges (if any) for the resolution to limit unnecessary escalation and ensure that all cases are closed within TAT
? Ensure Root Cause Analysis is done for each and every Complaint along with CA,TL and SM
? Track repetitive problem areas on a monthly basis highlighted by Customers through D+7 day calling/D+21 day calling/Customer Generated Complaints.
? Design Preventive action planning to reduce recurrence of similar complaints in future along with SM and Sales Head.
? Monitor the Audit scores(Self Audit and TML Audits: By TSM and External Agency) and design the corrective action planning with SM and Sales Head
? Track implementation of corrective action and act in case of non-adherence
8) Learning and Development
? Ensure training coverage and certifications of entire dealership sales and sales support staff through LMS as per TML guidelines
? Work with Training lead, Sales Manager and Sales Head to plan required trainings for sales and sales support staff on the basis of Customer feedbacks and gaps identified in Audits
? Drive Sales process, Product, SSI and Soft Skills trainings
? Review Training leads on monthly basis on the training and CX metrics KPIs
? Google Ratings
? Sales Satisfaction Index Scores (SSI Scores)
? Pre Sales Experience Feedback Scores
? Sales Process Audit Scores (Self and TML Audits: By TSM and External Agency)
? Showroom and Display Vehicle Audit Scores
? Complaints Per Thousand Vehicles(CPTV)
? % Internal to External Complaints
? % TAT Adherence
? % Training coverage and % Certifications coverage
? Business through Referral Sales( % and number