- Develop and implement CRM strategies to enhance customer satisfaction and retention.
- Lead and supervise the CRM team, ensuring effective execution of daily activities.
- Monitor customer satisfaction (CSI) and Net Promoter Score (NPS), and implement improvement initiatives.
- Ensure timely follow-up on all customer enquiries, sales, and service interactions.
- Handle and resolve escalated customer complaints within the defined turnaround time (TAT).
- Analyze customer feedback and identify trends to improve dealership processes and customer experience.
- Ensure compliance with OEM CRM standards, processes, and audit requirements.
- Monitor service reminders, insurance renewals, extended warranty, and periodic maintenance follow-ups.
- Coordinate with Sales, Service, Body Shop, Parts, and Accounts departments to ensure seamless customer support.
- Review CRM dashboards and MIS reports to monitor performance and take corrective actions.
- Conduct regular training and coaching sessions for Sales, Service, and CRM teams on customer handling and communication skills.
- Monitor online customer reviews and coordinate timely responses to enhance dealership reputation.
- Prepare and present monthly CRM performance reports to dealership management and OEM representatives.
Experience
- 3–5 years of experience in CRM, customer service, or customer experience, preferably in an automobile dealership.
Pay: ₹15,000.00 - ₹25,000.00 per month
Work Location: In person
