Customer Experience Manager
Core
Lead customer experience, customer relations, and case management operations to elevate service standards and improve the end-to-end customer journey across a national dealer network.
Role type
Senior Customer Experience Manager
Builds
Customer experience strategy, service standards, case management systems, and CRM workflows
Domain
Automotive industry (dealer network, service, warranty)
Deliverable
dashboards & analysis
Required skills
Customer experience leadership, CRM workflow management, complex escalation handling, stakeholder management, data quality improvement, service standard definition
Responsibilities
Lead and coach a high-performing customer experience team, own end-to-end case management including complex escalations, set service standards and escalation pathways, drive CRM workflow improvements and reporting, partner with dealer networks to resolve root causes, build dashboards and insights to guide strategy
