Customer Experience (CX) Manager

1. Complaint Management • Serve as the primary contact point for receiving, logging, and addressing customer complaints across retail and automotive channels. • Ensure all complaints are documented accurately and tracked upon resolution. • Work closely with relevant departments to investigate and resolve customer issues promptly and professionally. 2. CAPA Implementation • Lead the development and execution of Corrective and Preventive Action (CAPA) plans based on customer feedback and complaints. • Monitor the effectiveness of CAPA initiatives and provide regular updates to management. • Collaborate with process owners to identify root causes and implement long-term solutions. 3. Customer Experience Improvement • Map the customer journey to identify pain points and opportunities for improvement in the retail and automotive sectors. • Propose and implement strategies to enhance the customer experience, ensuring alignment with the company’s vision and goals. • Monitor customer satisfaction metrics, including CSAT, NPS, and repeat purchase rates, to measure success. 4. Consolidation and Coordination • Consolidate customer feedback from various touchpoints, including complaints, surveys, and reviews. • Act as a coordinator between departments (e.g., sales, service, and operations) to streamline complaint resolution processes. • Ensure timely communication with customers regarding complaint progress and outcomes. 5. Reporting and Analysis • Prepare and present regular reports on customer complaints, CAPA initiatives, and overall customer experience performance. • Analyze trends and patterns in customer complaints to recommend data-driven improvements. • Provide insights and recommendations to management for strategic decision-making. 6. Customer Retention Strategy • Develop and implement initiatives aimed at retaining customers and increasing repeat purchases of products and services. • Work closely with marketing and sales teams to create loyalty programs and personalized customer engagement plans. • Ensure exceptional post-sale support to enhance customer trust and satisfaction.