A Customer Relationship Manager (CRM) in an automobile dealership acts as the brand ambassador. They oversee the customer journey, ensuring seamless post-sales/service experiences, maintaining Customer Satisfaction Index (CSI) scores, and driving retention and repeat business.
Key Responsibilities
- Post-Sales & Service Follow-ups: Execute post-sales and post-service feedback (PSF) calls to track satisfaction and identify areas of improvement. Send routine periodic maintenance reminders.
- Complaint Resolution: Monitor customer reviews, social media posts, and direct messages for grievances, attempting to resolve issues quickly and escalating to the Sales or Service Manager.
- Data & System Management: Maintain and update customer databases and follow-up schedules within the dealership’s Dealer Management System (DMS) or specialized CRM software.
- Customer Engagement: Organize marketing events such as seasonal service camps, new car delivery ceremonies, and loyalty programs to build brand loyalty.
- Reporting: Prepare monthly reports on customer satisfaction metrics—like the Sales Satisfaction Index (SSI) and CSI—for dealership leadership.
Core Competencies
- Technical Skills: Proficiency in MS Office (especially Excel for reporting), working knowledge of Dealer Management Systems, and an understanding of key OEM (Original Equipment Manufacturer) metrics.
- Soft Skills: Strong interpersonal communication, empathy, and conflict resolution skills. Patience and fluency in English and local regional languages are critical.
Requirements & Qualifications
- Education: Bachelor's degree (BBA, B.Com, or B.A.) is standard; an MBA in Marketing or Customer Relations is highly preferred.
- Experience: Typically 1 to 3 years in a CRM or customer service role, ideally within the automotive or retail industry.
- Apply now- Call and Whatsapp- 9263159687
Pay: ₹10,000.00 - ₹20,000.00 per month
Benefits:
- Cell phone reimbursement
- Commuter assistance
- Health insurance
- Internet reimbursement
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
