Customer Experience Operations Manager

Job Purpose

The CE Operations Manager is responsible for end-to-end governance of customer experience performance across the Cadillac network. This includes ownership of CSI results, CRM governance, process audits, training administration, and call center operations, ensuring consistent, luxury-level customer engagement before, during, and after the customer journey.

The role ensures that all customer follow-ups, outbound calls, and feedback collection are executed professionally, consistently, and in alignment with Cadillac brand standards, while driving continuous improvement across Sales and Aftersales operations.

Key Responsibilities

CSI & Customer Experience Performance

• Own and manage Customer Satisfaction Index (CSI) performance across Sales and Aftersales.
• Track action plans with Sales, Aftersales, and CRM teams to improve customer satisfaction and loyalty.
• Prepare CSI and CX performance reports on a regular basis.

Call Center Operations & Customer Follow-Ups

• Oversee call center operations related to customer follow-ups, service completion calls, appointment confirmations, and feedback collection.
• Audit call scripts, quality standards, escalation protocols, and follow-up timelines in line with luxury service expectations.
• Monitor call quality, productivity, and customer feedback outcomes.
• Ensure all customer interactions and follow-ups are accurately recorded in the CRM system.
• Analyze call center performance data to support CSI improvement initiatives.
• Ensure timely follow-up and closure of customer issues raised through call center interactions.

CRM Governance & Data Quality

• Act as the CRM system owner from a governance and compliance perspective.
• Ensure accuracy, completeness, and integrity of customer data across all customer touchpoints.
• Monitor CRM usage and adherence by frontline teams and call center agents.

Process Audit & Compliance

• Ensure compliance with Cadillac brand standards, internal SOPs, and customer journey guidelines.
• Identify process gaps and lead action plans with relevant departments.

Training Administration & Capability Development

• Manage training administration for CRM, call center, and customer experience-related programs.
• Identify training needs based on CSI results, audit findings, and call quality assessments.
• Coordinate delivery of customer experience, CRM, and call handling training.
• Maintain training records and certification tracking.

Reporting & Management Support

• Build dashboards covering CSI, CRM usage, call center performance, audit results, and training KPIs.
• Support network development and customer experience excellence initiatives.

Education

• Bachelor’s degree (Business Administration, Management, or equivalent preferred).

Experience & Skills

Experience

• Minimum 5–8 years of experience in CRM, Customer Experience, Call Center Operations, or Quality Management.
• Automotive, luxury retail, or premium hospitality experience strongly preferred.

Skills

• Strong analytical, reporting, and performance management skills
• Proven experience managing or overseeing call center operations
• Advanced CRM system knowledge
• Excellent English communication skills
• High attention to detail and strong governance mindset.