Head Customer Experience And CRM

Role & responsibilities Lead and manage the Customer Care team across all outlets. Monitor customer enquiries, follow-ups, and lead conversion. Drive Net Promoter Score (NPS) and ensure timely resolution of customer complaints. Ensure adherence to Maruti Suzuki customer care processes and dealership SOPs. Monitor Google reviews, customer feedback, and online reputation. Conduct customer satisfaction analysis and implement improvement plans. Coordinate with Sales, Finance, Insurance, Accessories, and Service teams to enhance the customer experience. Prepare and present MIS reports on NPS, complaints, lead follow-up, customer feedback, and team performance. Train, mentor, and evaluate Customer Care Executives. Handle escalated customer complaints professionally. Ensure complaints are resolved within defined Turnaround Time (TAT). Ensure effective follow-up and conversion of digital and hyperlocal leads. Preferred candidate profile .