Job Purpose

The CRM & Excellence Executive is the frontline guardian of the Cadillac customer experience, responsible for daily customer interactions within the showroom and workshop. This role ensures that every customer encounter reflects Cadillac’s luxury standards, handling feedback, complaints, and VIP care while maintaining excellence in facilities, ambiance, and service delivery.

Key Responsibilities

Customer Interaction & Complaint Handling

• Actively engage with customers in the showroom and workshop on a daily basis.
• Receive, manage, and resolve customer feedback and complaints in a professional, empathetic, and timely manner.
• Provide VIP-level care to high-profile customers, ensuring personalized attention and follow-up.
• Escalate unresolved issues appropriately while ensuring closure and customer satisfaction.

Showroom, Workshop & Network Excellence

• Ensure showroom presentation, cleanliness, and ambiance consistently meet luxury brand standards.
• Monitor customer areas, service reception, waiting lounges, restrooms, and workshop customer touchpoints.
• Oversee daily coordination with housekeeping, security, and facilities teams.
• Ensure the F&B outlet within the showroom delivers a premium experience in service, hygiene, and presentation.

Sales & Aftersales Coordination

• Work closely with Sales and Aftersales teams to address customer concerns promptly.
• Follow up on service and sales-related issues to ensure customer satisfaction.
• Support seamless handovers between departments to protect the customer journey.

CRM Execution & Follow-Up

• Ensure customer interactions, complaints, and feedback are accurately logged in the CRM system.
• Conduct follow-up calls post-visit or post-service to confirm satisfaction.
• Support CSI improvement through proactive customer engagement and issue prevention.

Brand Representation

• Act as a Cadillac brand ambassador, maintaining professional appearance and conduct at all times.
• Ensure all customer-facing activities reflect luxury, attention to detail, and consistency.

Education

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

Experience & Skills

Experience

• Minimum 2–4 years of experience in CRM, customer service, hospitality, or automotive operations.
• Experience dealing with VIP customers in a luxury environment is highly preferred.
• Fresh graduates will not be considered.

Skills

• Excellent English communication skills
• Strong interpersonal and conflict-resolution abilities
• High attention to detail
• Ability to multitask in a fast-paced, customer-facing environment
• Good CRM and computer skills
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