Executive - Customer Experience

Job description

John Keells CG Auto Private Ltd (JKCG) is a John Keells Group company, Sri Lanka's largest conglomerate listed on the Colombo Stock Exchange. With an operating history of over 150 years, the John Keells Group is present in 7 industry sectors, namely Leisure, Property, Transportation, Consumer Food, Retail, Financial Services, and IT & Plantations. John Keells CG Auto is the official distributor of BYD passenger vehicles, parts, and services in Sri Lanka. BYD, a global powerhouse, secured the position as the Global number one New Energy Vehicles (NEV) sales in 2022 and 2023 is committed towards sustainable transportation solutions. Job Responsibilities • Analyse customer complaints and feedback recorded in Salesforce, identify trends, and conduct root cause analysis to address recurring issues. • Develop and maintain customer journey SOPs and service standards and monitor adherence across key customer touchpoints. • Review and implement applicable global customer experience standards, guidelines, and best practices across the business. • Conduct service quality assessments and mystery shopping across showrooms and the call center. • Identify customer experience gaps and coordinate with relevant teams to implement corrective and improvement actions. • Prepare and analyse customer experience, complaint, service quality, and mystery shopping reports and provide actionable insights. • Identify training needs arising from customer feedback, service quality assessments, SOP deviations, and global standards, and communicate requirements to HR / Learning & Development. • Work closely with Sales, Marketing, After-Sales, Call Center, Delivery, and other relevant teams to improve the end-to-end customer journey. Person Specifications • Bachelor's degree in Marketing, Business Management, Customer Experience, Business Administration, or a related field. • 2–3 years of relevant experience in Customer Experience, Customer Service, Service Quality, Marketing, Call Center Operations, or a similar role. • Strong analytical and problem-solving skills, with the ability to identify root causes and translate customer insights into actionable improvements. • Good understanding of customer journey management, SOPs, service quality, and customer feedback analysis. • Strong verbal and written communication and interpersonal skills. • Proficiency in Microsoft Excel and PowerPoint, with the ability to prepare reports and presentations. • Experience in the automotive or other customer-facing industries will be an added advantage. • Fluency in three languages will be an added advantage. If interested, please apply through HIVE on or before 16.09.2026.