The Senior Relationship Manager (SRM) is responsible for driving retail sales performance of Maruti Suzuki Arena and/or NEXA vehicles while leading, mentoring and monitoring a team of Relationship Managers. The incumbent is accountable for achieving individual and team sales targets, ensuring superior customer experience throughout the sales journey, maintaining process compliance, enhancing conversion ratios, improving market penetration, and developing long-term customer relationships. The role combines front-line selling with people leadership and requires the ability to coach team members, analyse sales performance, manage key customer accounts, and ensure adherence to Maruti Suzuki sales standards and dealership policies.
Key Responsibilities
1. Sales Leadership
- Achieve monthly, quarterly and annual sales targets assigned by the dealership
- Drive achievement of team sales objectives through effective planning and execution
- Monitor the daily sales performance of Relationship Managers
- Conduct daily sales reviews and target tracking meetings
- Allocate sales leads and territories among team members
- Develop action plans to improve team productivity
- Guide Relationship Managers in closing complex and high-value sales opportunities
- Ensure optimal product mix across Arena and NEXA models, accessories, finance and insurance
2. Retail Sales Management
- Generate retail enquiries through multiple channels including walk-ins, digital enquiries, referrals, corporate sales, events and field activities
- Manage the complete sales cycle from enquiry generation to vehicle delivery
- Conduct customer need analysis and recommend appropriate products
- Demonstrate vehicle features and technology
- Conduct test drives
- Prepare quotations and negotiate within approved dealership policies
- Ensure timely booking, documentation and vehicle delivery
3. Team Management
- Supervise and mentor assigned Relationship Managers
- Set daily and weekly activity targets
- Conduct one-to-one coaching sessions
- Monitor productivity indicators
- Evaluate individual performance
- Recommend rewards and recognition based on performance
- Identify training needs and coordinate skill development
- Create a culture of accountability, collaboration and customer focus
4. Customer Relationship Management
- Build long-term relationships with customers
- Ensure every customer receives a premium buying experience
- Maintain regular communication with prospective and existing customers
- Handle VIP, corporate and high-value customers
- Resolve customer concerns promptly
- Participate in customer engagement programmes
- Improve customer retention and repeat business
5. Sales Process Compliance
Ensure compliance with:
- Maruti Suzuki sales process standards
- Arena/NEXA customer journey guidelines
- CRM usage protocols
- Test drive procedures
- Booking documentation
- Finance and insurance documentation
- Delivery standards
- Exchange process through True Value
- Digital enquiry management
- KYC and statutory documentation requirements
6. CRM & Lead Management
- Ensure timely follow-up of all assigned enquiries
- Maintain accurate customer records in the CRM system
- Monitor enquiry ageing
- Improve enquiry-to-booking and booking-to-retail conversion ratios
- Ensure zero lead leakage
- Review lead quality and source effectiveness
- Support digital sales initiatives
7. Business Development
- Develop local market intelligence
- Conduct field visits and market surveys
- Participate in exhibitions, road shows, apartment activities and promotional campaigns
- Develop referral and influencer networks
- Expand rural and urban market coverage
8. Cross-selling & Revenue Enhancement
Promote dealership revenue through:
- Genuine Accessories
- Extended Warranty
- Maruti Suzuki Insurance
- Finance products
- Service packages
- Exchange through True Value
- Subscription and value-added products, where applicable
9. Performance Monitoring
Track and improve:
- Retail sales
- Team sales productivity
- Conversion ratio
- Enquiry generation
- Booking ratio
- Retail ratio
- Finance penetration
- Insurance penetration
- Accessories sales
- Exchange penetration
- Customer Satisfaction Index (CSI)
- Customer retention
- Referral business
10. Customer Delivery Experience
- Ensure timely vehicle delivery
- Coordinate with stockyard, registration, insurance and finance teams
- Verify delivery readiness
- Ensure delivery ceremonies are conducted as per dealership standards
- Explain vehicle features, warranty, maintenance schedules and digital applications
- Conduct post-delivery follow-up
Desired educational qualifications
- Candidate should hold Bachelor's Degree in Business Administration, Commerce, Marketing, Automobile Engineering, Mechanical Engineering, Management or any recognised discipline from a UGC/AICTE-recognised institution.
- Candidates withMBA / PGDM in Marketing, Sales, Automobile Management or General Management degree shall act as an added advantage
Experience
- Minimum 6–10 years of experience in automobile retail sales or customer relationship management
- At least 2–3 years of experience leading a sales team in an automobile dealership
- Proven track record of consistently achieving or exceeding sales targets
Physical and work requirements
- Willingness to travel within assigned territories
- Possession of a valid LMV Driving License with practical driving proficiency
- Flexibility to work during weekends, promotional events and extended business hours as required
- Ability to conduct outdoor sales activities and customer visits
Work Location: In person
