Company Description We are a premier luxury automotive dealer partner for one of the world's leading luxury German automotive brand based out of Mumbai. Known for delivering unparalleled engineering excellence and premium guest experiences, our facility features state-of-the-art service environments and a highly dedicated team of professionals focused on maintaining peak customer satisfaction and retention. We are are looking for a high-caliber customer experience leader to helm our Customer Relations department at our Mumbai location. The company emphasizes meticulous craftsmanship, advanced technology, and personalized service. Team members join an environment that values discretion, innovation, and customer-centric thinking. This role offers the opportunity to help shape customer experience standards from the ground up in a high-growth, confidential setting.
Role Description This is a full-time, on-site role based in Mumbai for a Head of Customer Relations (Luxury Automotive). The Head of Customer Relations will lead the end-to-end customer experience, overseeing all customer-facing touchpoints before and after vehicle purchase. Responsibilities include setting customer service standards, managing a customer support team, resolving escalations, and designing processes to ensure consistent, premium service. The role involves developing and implementing customer satisfaction strategies, reviewing customer feedback, conducting root-cause analysis of issues, and driving continuous improvement across service operations. This position will collaborate closely with sales, service, product, and marketing teams to ensure a seamless, high-touch experience for luxury automotive customers.
Qualifications
- Strong customer-focused capabilities, including Customer Satisfaction, Customer Support, and Customer Service skills.
- Excellent Communication skills, with the ability to interact effectively and professionally with high-net-worth customers and cross-functional teams.
- Robust Analytical Skills to interpret customer data, identify trends, and create action plans that improve the overall customer journey.
- Proven experience leading customer-facing teams in luxury automotive, premium retail, or hospitality environments.
- Demonstrated ability to design and implement customer experience processes, policies, and metrics (e.g., NPS, CSAT).
- Strong leadership, coaching, and conflict-resolution abilities, with a collaborative and inclusive management style.
- Comfort working in a fast-paced, entrepreneurial, and highly confidential environment.
- Bachelor’s degree in Business, Hospitality, Marketing, or a related field; an advanced degree is an advantage.