The Relationship Manager (RM) is responsible for generating enquiries, converting prospects into retail sales, delivering exceptional customer experiences, and building long-term customer relationships for Maruti Suzuki Arena and/or NEXA vehicles. The incumbent shall manage the complete sales cycle—from prospecting to post-delivery follow-up—while achieving assigned sales targets and promoting dealership value-added products such as finance, insurance, genuine accessories, extended warranty, and exchange through True Value. The Relationship Manager is expected to act as a trusted mobility advisor, ensuring every customer interaction reflects the professionalism and service standards of Anand Motor and Maruti Suzuki.
Key Responsibilities
1. Retail Sales
- Achieve assigned monthly, quarterly and annual retail sales targets
- Generate new sales enquiries through walk-ins, referrals, digital leads, field activities, corporate contacts and personal networking
- Conduct professional customer need analysis and recommend suitable vehicle models and variants
- Explain product features, technology, safety systems, connected-car features, fuel efficiency and ownership benefits
- Arrange and conduct vehicle demonstrations and test drives
- Prepare quotations and explain pricing, finance and exchange options
- Convert enquiries into bookings and retail deliveries
2. Customer Relationship Management
- Build and maintain long-term relationships with customers
- Understand customer preferences and provide personalised buying solutions
- Ensure timely communication throughout the sales journey
- Maintain regular contact with prospective customers
- Conduct post-delivery follow-up calls and visits
- Encourage repeat purchases and customer referrals
- Resolve customer concerns promptly or escalate them where necessary
3. Lead & CRM Management
- Record every enquiry accurately in the CRM/DMS
- Respond promptly to all assigned leads
- Ensure timely follow-up as per dealership standards
- Maintain complete customer records
- Track enquiry ageing and conversion status
- Ensure no lead is left unattended
- Maintain CRM discipline and data accuracy
4. Sales Process Compliance
Follow dealership and manufacturer SOPs for:
- Enquiry management
- Customer profiling
- Vehicle demonstration
- Test drive management
- Quotation preparation
- Booking documentation
- Finance and insurance documentation
- Registration coordination
- Vehicle delivery process
- Post-delivery follow-up
- Customer feedback collection
5. Cross-selling & Revenue Generation
Promote and achieve targets for:
- Genuine Accessories
- Extended Warranty
- Maruti Suzuki Insurance
- Retail Finance
- Service Packages
- Exchange through True Value
- Value-added products introduced by the dealership
- Educate customers on the benefits of each offering to enhance overall ownership value
6. Customer Experience
- Deliver a premium and courteous buying experience
- Ensure showroom etiquette and professional appearance at all times
- Provide transparent and accurate information
- Coordinate smooth vehicle delivery
- Explain warranty, service schedule, digital applications and maintenance guidelines during delivery
- Obtain customer feedback after delivery
7. Business Development
- Conduct market visits and area prospecting
- Develop local referral networks
- Participate in road shows, exhibitions, apartment activities and promotional events
- Generate corporate and institutional enquiries
- Maintain awareness of competitor activities and market trends
- Build relationships with influencers, local businesses and community groups
8. Reporting and documentation
Prepare and maintain:
- Daily Sales Activity Report
- Enquiry Register
- Test Drive Register
- Booking Tracker
- Retail Delivery Report
- Customer Visit Report
- Prospect Pipeline
- Follow-up Status Report
- Competitor Feedback Report
- Referral Tracker
Ensure all customer documentation is complete, accurate and submitted within prescribed timelines.
Educational Qualifications
- Candidate must hold Bachelor's Degree in Business Administration, Commerce, Marketing, Management, Automobile Engineering, Mechanical Engineering or any recognised discipline from a UGC/AICTE-recognised institution
- Candidates holding MBA / PGDM in Marketing, Sales, Automobile Management or General Management will have an added advantage
Experience
- 1–5 years of experience in automobile sales, retail sales or customer relationship management
Physical and work requirements
- Possession of a valid LMV Driving License with practical driving proficiency
- Willingness to travel within assigned territories
- Ability to conduct field visits, customer meetings and outdoor promotional activities
- Flexibility to work on weekends, holidays and extended business hours, as required
Work Location: In person
