Manager – Customer Experience | Fixed Term Contract | Union Place

Who Are We?Boasting a rich heritage of more than 75 years in the Automotive industry, Associated Motorways (Pvt) Ltd. (AMW) are the authorized agents for vehicle brands such as Nissan, Suzuki, Renault, Yamaha and New Holland tractors, supported by AMW Capital Leasing & Finance. The company is also a major manufacturer and exporter of industrial tyres since its inception. AMW is also the exclusive distributor of BP Castrol Lubricants represented by a strong dealer network; island wide. The company is a fully owned subsidiary of the Al-Futtaim Group, U.A.E.Overview of the role:Manager - Customer Experience is responsible for designing and driving AMW’s end-to-end customer experience strategy across sales, after-sales, service centres, call centre, and digital touchpoints. The role will set up and manage the centralized Call Centre, lead the Complaint Management System implementation, improve customer satisfaction metrics (CSI, NPS, response times), and ensure a consistent and premium brand experience across all AMW brands and channels.Key Responsibilities:Call Centre Setup & Management: Lead setup and daily operations of AMW’s centralized call centre; design processes, scripts, KPIs, and customer handling guidelines; monitor performance metrics and implement quality controls.Complaint Management: Implement and manage digital complaint system; define categorization, priorities, TATs, and escalation rules; ensure timely resolution with root-cause analysis.Customer Experience Leadership: Develop and execute customer experience strategy; establish service standards and SLAs; create journey maps and drive continuous improvement across all touchpoints.Customer Feedback & Analytics: Manage CSI/NPS surveys; analyze feedback trends; report insights and recommend actions; track repeat complaints and systemic issues.Process Improvement & Digitalization: Lead service recovery initiatives; conduct audits and mystery checks; collaborate with IT/Digital teams to enhance customer experience through digital tools (chatbots, WhatsApp, online booking, delivery tracking).What equips you for the role:•Degree or Diploma in Business Management, Marketing, Operations, or equivalent (Master’s degree preferred). Additional certifications in Customer Service / Call Centre Management / CRM platforms is an added advantage.•10+ years of experience in Customer Experience, Call Centre Operations, CRM/Complaint Management•Experience in setting up or managing a call centre (automotive, telco, banking, insurance, or consumer service preferred).•Knowledge of CRM platforms / Complaint Management Systems•Strong analytical skills to convert data into insights and actions.•Excellent communication skills, fluency in English and Sinhala (Tamil is an advantage).•Experience in process design, customer journey mapping, and SLA management.•Automotive industry exposure is a strong advantage, but not mandatory.Send your resume to AMW.Careers@amwltd.com with the subject line within 14 days of this advertisement.