Customer Experience Executive Customer Retention & Engagement

We are looking for a proactive and customer-focused Customer Experience Executive – Customer Retention & Engagement to join our automotive customer experience team.

The successful candidate will be responsible for engaging with customers following their showroom visits, gathering feedback on their experience, understanding their requirements, and identifying opportunities to strengthen customer relationships and engagement.

This role requires excellent communication skills, strong customer understanding, and the ability to gather meaningful customer insights that support continuous business improvement.

Key Responsibilities

• Engage with customers following showroom visits and test drive experiences to gather feedback and understand their requirements.
• Conduct customer follow-ups to assess satisfaction with showroom interactions, vehicle presentations, and overall customer experience.
• Understand customer preferences, purchasing considerations, and any concerns raised during their showroom experience.
• Identify opportunities for further customer engagement and coordinate with relevant Sales teams where appropriate.
• Maintain regular customer communication and follow-ups in accordance with established CRM processes.
• Record customer feedback, preferences, concerns, and interaction outcomes accurately in the CRM system.
• Analyse customer feedback to identify recurring trends, concerns, and opportunities to improve customer engagement.
• Prepare regular reports on customer feedback, engagement activities, and customer relationship insights.
• Achieve performance targets related to customer engagement, feedback collection, and follow-up effectiveness.

Requirements

• 2–3 years of experience in customer engagement, customer retention, CRM, customer service, or customer relationship management.
• Previous automotive dealership or automotive customer engagement experience is preferred.
• Excellent verbal communication and interpersonal skills.
• Strong listening, questioning, and customer engagement abilities.
• Ability to understand customer requirements and handle customer concerns professionally.
• Good analytical and problem-solving skills.
• Experience using CRM systems and maintaining accurate customer records.
• Strong organisational skills and attention to detail.
• Customer-focused, proactive, and comfortable working in a performance-driven environment.