* Oversee and improve the full customer journey across pre-sales, sales, and after-sales service to ensure a seamless customer experience across all touchpoints * Monitor customer satisfaction levels across all service centers and branches, ensuring consistent service quality and high customer experience standards * Analyze customer feedback, complaints, CSAT, NPS, and Voice of Customer (VoC) reports to identify pain points, root causes, and improvement opportunities * Coordinate with service managers, branch teams, dealer networks, and internal departments to standardize processes and enhance customer satisfaction * Lead customer experience improvement initiatives, including customer retention strategies, loyalty programs, and service excellence enhancements * Oversee CRM performance, customer engagement programs, and digital customer journey improvements to strengthen customer relationships and operational efficiency * Establish and monitor KPIs for customer experience, service quality, and team performance, ensuring continuous improvement and measurable business results * Manage escalated customer complaints and ensure timely, effective resolutions while maintaining brand trust and customer loyalty