Customer Experience Manager – Automotive

Description

Job Summary: Ensure an exceptional customer experience in the automotive sector, driving customer satisfaction and brand loyalty through the execution of hospitality processes and continuous improvement. Key Highlights: 1. Key role in customer experience and brand loyalty. 2. Team leadership in hospitality and personalized service processes. 3. Implementation of innovative Customer Experience strategies. **Hospitality Manager \- Automotive Industry** **Job Objective** Ensure an **exceptional customer experience** before, during, and after vehicle delivery, driving high levels of satisfaction, retention, and brand loyalty through the proper execution of hospitality processes, personalized service, and continuous service improvement. **Requirements** * **Completed Bachelor's degree** (in Business Administration, Marketing, Hospitality, Business, or related field). * **Minimum 2 years of verifiable experience** in customer service and after-sales processes within the automotive sector. * Prior experience leading work teams. * Strong results orientation and focus on **customer experience**. * Excellent **communication, leadership, and conflict resolution skills**. * Focus on continuous improvement and process standardization. **Main Responsibilities** * Holistically manage the **customer experience** across pre-delivery, delivery, and post-delivery stages. * Conduct post-sales follow-up, delivering **personalized service** to strengthen long-term customer relationships. * Coordinate, lead, and develop the **hospitality team** (5 direct reports), fostering a strong service culture. * Supervise and optimize **customer service, reception, and hospitality processes**, ensuring alignment with brand standards and guidelines. * Guarantee adherence to **service, image, and quality standards** at every customer touchpoint. * Implement and lead **innovative Customer Experience strategies**. * Monitor customer satisfaction metrics (**NPS, CSI**) and execute action plans for continuous improvement. * Manage and track **customer cases and requests**, ensuring timely and effective resolutions. * Prepare management reports, service metrics, and satisfaction results to support decision-making. **We Offer** * **Guaranteed salary:** $27,000 gross monthly for the first 3 months. * Starting from the 4th month: base salary of $12,000 \+ **bonus scheme**. * **Statutory benefits** from day one. * **Enhanced benefits** starting from the 4th month: * Life insurance * Savings fund * Major medical expense insurance * Job stability and growth opportunities within a solid automotive-sector company. * **Location:** Zapopan, Jalisco * **Working Hours:** Monday to Friday, 9:00–19:30; Saturdays, 9:00–14:00 Employment Type: Indefinite-term contract Salary: Up to $27,000.00 per month Workplace: On-site employment