Chief Experience Officer - Automobile Dealership

Role Overview

The CXO - Dealership Head will be responsible for overall business performance, strategic growth, and operational excellence of the Tata Motors dealership. The role includes driving vehicle sales (PV/EV), service operations, customer satisfaction, and profitability while ensuring adherence to OEM standards.

Key Responsibilities

1. Business & Revenue Growth

- Drive sales targets across Passenger Vehicles (PV) and Electric Vehicles (EV)

- Develop local market strategies to increase market share and dealership footprint

- Identify new revenue streams (fleet sales, institutional sales, rural penetration)

- Add should be instrumental in strategizing the Annual Business plan.

- To hon competence to frame policy and build governance.

2. Sales Marketing Leadership

- Lead showroom and field sales teams to achieve monthly and annual targets

- Design and execute local marketing campaigns, roadshows, and promotions

- Build strong relationships with corporate clients, fleet operators, and channel partners

3. After-Sales & Service Excellence

- Oversee workshop operations, spare parts, and service quality

- Ensure high customer satisfaction scores (CSI/NPS)

- Drive service revenue, AMC packages, and repeat business

4. Financial Management

- Manage P&L responsibility of the dealership

- Budget driven cost controls, optimize working capital, and improve margins

- Monitor inventory levels and ensure healthy stock turnover

5. OEM Compliance & Relationship

- Ensure adherence to Tata Motors dealership standards and SOPs

- Adhere to 'Zero Tolerance Policy'

- Maintain strong coordination with Tata Motors regional teams

- Implement OEM-driven initiatives, audits, and digital systems

6. Team Leadership & HR

- Build and lead high-performing teams across sales, service, finance, and operations

- Drive training, performance management, and retention strategies

- Foster a customer-centric and performance-driven culture

7. Customer Experience

- Ensure seamless end-to-end customer journey from inquiry to delivery and service

- Handle escalations and maintain brand reputation

- Improve digital engagement and CRM effectiveness

8. Expansion & Network Development

- Identify opportunities for new outlets, service centres or rural touchpoints

- Support expansion into EV infrastructure and charging ecosystem

Key Skills & Competencies

- Strong understanding of automobile dealership operations

- Sales-driven mindset with customer focus

- Financial and commercial acumen (P&L ownership)

- Leadership and team-building capabilities

- Negotiation and stakeholder management

- Knowledge of EV ecosystem (preferred)

Qualifications Experience :

- Graduate in Business Administration/ Engineering (MBA preferred)

Key Performance Indicators (KPIs) :

- Vehicle sales volume & market share

- Dealership profitability (EBITDA)

-Customer Satisfaction Index (CSI) / Net Promoter Score (NPS)

- Workshop throughput & service revenue

- Inventory turnover ratio

- Employee productivity &retention