Customer Relationship Manager Auto Hitech

5.0 - 10.0 years

4 - 5 Lacs

Kolkata

Work from Office

Job Title: Customer Care Management Head VinFast Dealership Location: Kolkata, West Bengal Company: Autohitech VinFast Department: Customer Experience / CRM Reporting To: Dealer Principal / General Manager Experience Required: Minimum 7–10 years in customer care/CRM at a car dealership, with at least 3 years in a leadership role Education: Graduate (MBA or specialized training in customer relations preferred) Languages: Fluency in Bengali, Hindi, and English Position Overview: Autohitech VinFast is seeking a highly driven and customer-focused Customer Care Management Head to lead its CRM and customer experience verticals. This is a senior role responsible for designing and implementing customer satisfaction initiatives across Sales , Service , and Post-Delivery stages. The ideal candidate will have strong dealership experience, a deep understanding of OEM CRM systems, and a proven ability to lead teams focused on customer delight. Key Responsibilities: Customer Experience Management Define and implement the end-to-end customer journey across sales and service touchpoints Ensure prompt and empathetic handling of customer concerns, escalations, and feedback Drive improvements in Customer Satisfaction Index (CSI) and Net Promoter Score (NPS) CRM Operations & Lead Management Oversee daily functioning of the CRM team handling digital leads, inbound calls, follow-ups, and appointment scheduling Monitor enquiry-to-visit and visit-to-conversion ratios for all incoming leads (sales & service) Ensure 100% compliance in DMS/CRM lead entry, allocation, and closure tracking Retention & Loyalty Programs Develop and monitor follow-up processes for service reminders, insurance renewals, AMC, and extended warranties Plan and execute loyalty campaigns, referral programs, and customer reactivation efforts Manage birthday, anniversary, and special occasion outreach programs Team Leadership & Training Lead a team of CRM executives, telecallers, and front desk coordinators Train team members on soft skills, communication etiquette, and OEM CRM tools Ensure staff performance is aligned with monthly targets for outbound calls, follow-ups, and customer engagement OEM & Internal Coordination Liaise with VinFast India CRM and training teams for SOP updates, campaign rollouts, and audit compliance Support sales and service teams in closing feedback loops and resolving DISS cases Maintain proper documentation and timely submission of CRM reports, audit trackers, and customer satisfaction data Skills & Competencies: Excellent verbal and written communication skills Strong leadership and team management ability In-depth knowledge of CRM systems, DMS, and customer feedback mechanisms Problem-solving and escalation management skills Ability to multitask, organize, and meet deadlines under pressure Preferred Background: Experience with CRM operations at dealerships of MG, Maruti Nexa, Hyundai, Toyota, Tata, or Honda Prior exposure to customer care in electric vehicle dealerships or premium brand environments Hands-on experience with CRM dashboards, call center reporting, and CSI/NPS tracking Benefits & Incentives: Competitive salary with performance-linked incentives OEM-led national/international trips for top performers Participation in OEM-sponsored CRM and customer excellence programs Career growth opportunities within a premium EV dealership environment

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