Digital Engagement Manager

This role focuses on orchestrating customer interactions across all digital touchpoints to enhance the brand's online presence and lead conversion efficiency. The position involves providing structured guidance to the Customer Experience (CX) team to ensure seamless follow-ups and high-quality digital engagement within the dealership ecosystem.

Key Responsibilities

• Manage and monitor digital leads arriving from social media, the company website, and OEM portals to ensure zero leakage.

• Implement and oversee a structured follow-up process for the CX team, ensuring timely responses to all digital inquiries.

• Maintain real-time customer interaction data and lead status.

• Provide regular training and guidance to the CX team on digital communication etiquette, lead nurturing, and CRM usage.

• Collaborate with the IT and Marketing departments to execute digital engagement campaigns and track their performance.

• Monitor online reviews and social media comments, coordinating with the service and sales teams for prompt resolution.

• Generate daily and weekly reports on lead conversion rates, response times, and digital engagement metrics for management review.

• Analyze customer feedback from digital channels to identify areas for improvement in the customer journey.

Requirements

• Experience in digital engagement, customer experience, or lead management in the automotive sector.

• Proven proficiency in using CRM software.

• Strong understanding of Indian social media landscapes and digital communication platforms (WhatsApp Business, Facebook, Instagram, Google).

• Excellent verbal and written communication skills in English and the local regional language.

• Ability to work on-site 6 days a week as per standard Indian automotive dealership norms.

• Hands-on experience with Microsoft Excel for data tracking and reporting.

Preferred

• Previous experience with a premium or luxury car/two-wheeler brand authorized dealership.

• Familiarity with automated lead management tools and chatbots.

• Basic understanding of SEO and online reputation management (ORM).

Skills

Technical

CRM Management, Data Analysis, Digital Reporting Tools, Lead Management Systems, Social Media Monitoring

Soft Skills

Team Mentoring, Customer Centricity, Problem Solving, Effective Communication, Attention to Detail

Qualifications

Education: Graduate in Business Administration (BBA), Marketing, IT, or a related field

Experience: In a digital-facing or customer experience role within the automotive industry

Work Environment

Professional dealership environment requiring close coordination between Sales, IT, and Customer Experience departments.

Growth Opportunities

Candidates can progress to roles such as Digital Marketing Manager, Customer Experience Lead, or CRM Manager within the dealership group network.