Customer experience & CRM section head

• Lead and develop customer experience and customer support processes across the dealership network.
• Build and implement customer service standards, procedures, scripts and operational guidelines across all customer touchpoints.
• Manage customer complaints, requests and feedback, ensuring timely resolution and systematic follow-up.
• Develop and implement customer retention and loyalty initiatives in cooperation with Sales, Aftersales and Marketing teams.
• Monitor customer experience performance through regular reporting, call audits, customer feedback, CSI/NPS, mystery shopper and other relevant tools.
• Ensure compliance with company and importer customer service standards and support dealership teams in successfully passing audits.
• Lead the implementation and launch of the CRM system for customer management, including requirements definition, process design, coordination with IT and relevant stakeholders, testing, rollout and user adoption.
• Build and launch the customer call centre from the ground up, including operating model, processes, scripts, service standards, staffing requirements, training and performance monitoring.
• Develop and implement customer data management and reporting processes to ensure effective tracking of customer interactions and follow-ups.
• Train and onboard customer service representatives and dealership administrators on customer experience standards, CRM processes and service procedures.
• Monitor customer-facing operations at dealerships, including staff communication, showroom standards and adherence to established customer service procedures.
• Work closely with dealership and service centre managers to identify recurring customer issues and implement corrective actions.
• Prepare regular reports and recommendations for senior management on customer experience performance, key issues and improvement opportunities.
• Drive continuous improvement of the customer journey across the full sales and aftersales cycle.

Requirements:

• Bachelor’s degree in Marketing, Business Administration, Management, Communications, or a related field.
• 3+ years of relevant experience in Customer Experience (CX), CRM, Customer Care, Customer Service, or a similar function.
• At least 2–3 years in a managerial or team-lead position.
• Experience in the automotive, dealership, retail, banking, telecom, hospitality, or other customer-focused industries is preferred.
• Strong practical experience with CRM systems, customer databases, customer segmentation, lead management, and customer journey management.
• Experience developing and implementing Customer Experience / CRM strategies, standards, and processes.
• Experience managing customer complaints, feedback, and escalation processes.
• Experience working with sales leads and conversion funnels, including lead distribution, follow-up, and conversion monitoring.
• Ability to analyze CRM and customer data and prepare management reports and actionable recommendations.
• Experience coordinating with Sales, Marketing, After-sales/Service, and other departments to improve the overall customer journey.
• Strong people-management, communication, negotiation, and problem-solving skills.
• Strong analytical and organizational skills with attention to detail.
• Ability to establish processes and standards in a start-up / rapidly developing company environment.
• Strong proficiency in MS Excel and PowerPoint; experience with CRM/BI reporting tools is an advantage.
• Uzbek and Russian — fluent.
• English — intermediate/upper-intermediate or higher is preferred.
• Willingness to travel within Uzbekistan when required.