The Customer Care Manager is responsible for planning, implementing, monitoring, and continuously improving customer relationship management and customer satisfaction across all dealership operations, including New Car Sales, Service, Spare Parts, Insurance, Finance, Corporate Sales, and True Value operations. The incumbent shall ensure superior customer experience at every customer touchpoint, enhance customer retention, manage customer grievances, improve Customer Satisfaction Index (CSI), Service Satisfaction Index (SSI), Net Promoter Score (NPS), and support business growth through effective customer engagement initiatives.
The role demands strong leadership, analytical ability, customer orientation, process excellence, and compliance with dealership as well as manufacturer standards.
Key Responsibilities
1. Customer Experience Management
- Develop and implement customer care strategies aligned with dealership and manufacturer objectives.
- Ensure a seamless and delightful customer experience throughout the customer lifecycle.
- Monitor customer touchpoints across Sales, Service, True Value, Accessories, Insurance, Finance, and Corporate Sales.
- Ensure prompt acknowledgement and resolution of customer concerns.
- Build long-term customer relationships to improve retention and loyalty.
2. Customer Satisfaction & Quality Monitoring
- Monitor CSI, SSI, NPS, and other manufacturer-defined customer satisfaction parameters.
- Conduct regular analysis of customer feedback.
- Prepare action plans to improve satisfaction scores.
- Identify recurring complaints and implement preventive measures.
- Conduct customer satisfaction audits.
3. Complaint Management
- Manage customer complaints received through:
- Walk-ins
- Telephone
- Email
- Manufacturer CRM
- Social media
- Website
- Google Reviews
- Consumer forums
- Corporate customers
- Ensure timely investigation and closure of complaints.
- Coordinate with department heads for effective resolution.
- Escalate critical complaints whenever required.
- Maintain complete complaint documentation and closure records.
4. CRM & Customer Engagement
- Ensure effective utilization of CRM systems.
- Monitor follow-up activities.
- Ensure timely service reminders.
- Conduct post-sales and post-service follow-up.
- Plan customer engagement campaigns.
- Execute loyalty and retention programs.
- Improve repeat business.
5. Team Management
- Lead Customer Care Executives, Tele-callers, CRM Executives, and Reception teams.
- Allocate responsibilities.
- Conduct regular performance reviews.
- Coach and mentor team members.
- Identify training needs.
- Foster a customer-centric culture.
6. Process Compliance
- Ensure compliance with dealership SOPs.
- Implement manufacturer customer care guidelines.
- Ensure adherence to quality standards.
- Participate in dealership audits.
- Support ISO and other quality management systems where applicable.
Desired Educational Qualifications
- Candidate should hold Bachelor's Degree in Business Administration, Commerce, Management, Marketing, Automobile Management, or any recognized equivalent discipline from a UGC/AICTE-recognized institution.
- Candidates holding MBA / PGDM in Marketing, Customer Relationship Management, Human Resource Management, Operations Management, or General Management degree shall have added advantage
Experience
- Minimum 5–8 years of experience in Customer Relationship Management, Customer Care, Customer Experience, or Customer Service.
- At least 2–3 years in a managerial or supervisory role.
- Experience in an automobile dealership or automotive retail industry is highly preferred.
Work Location: In person
