Customer Relationship Manager

Job Title: Customer Relationship Manager (CRM)

Department: Sales -CRM
Location: Udaipur
Reports To: Sales Head / EDP

Job Objective:

To build and maintain long-term relationships with customers by delivering exceptional service, managing customer queries, ensuring customer satisfaction, and driving repeat and referral business for the dealership.

Key Responsibilities:

• Customer Interaction & Relationship Management
• Serve as the primary point of contact for all post-sale and post-service customer interactions.
• Regularly communicate with customers through calls, messages, emails, or visits to understand their needs and concerns.
• Resolve customer complaints, concerns, or queries in a timely and professional manner.
• Customer Retention & Loyalty
• Manage and monitor customer feedback, satisfaction surveys, and Net Promoter Score (NPS).
• Maintain follow-up schedules for service due dates, insurance renewals, AMC renewals, etc.
• Promote loyalty programs and customer retention schemes.
• Database Management
• Maintain and update accurate customer records in CRM software.
• Track service history, feedback, and interaction logs.
• Identify and segment customers for campaigns or targeted communication.
• Sales & Service Support
• Support sales and service teams in improving customer experience.
• Assist with vehicle delivery process and ensure a seamless handover.
• Coordinate between departments to ensure customer commitments are met.
• Marketing & Engagement
• Organize customer engagement activities such as feedback sessions, appreciation days, and service camps.
• Run telecalling or email campaigns for service reminders, new launches, or offers.

Key Skills and Qualifications:

• Bachelor’s degree in Business Administration, Marketing, or related field.
• Prior experience in CRM or customer service, preferably in the automobile sector.
• Strong communication and interpersonal skills.
• Proficiency in CRM tools and MS Office.
• Ability to handle pressure and resolve conflicts.
• Fluency in local language and English.

Performance Metrics:

• Customer Satisfaction Index (CSI)
• Repeat Customer Ratio
• Complaint Resolution Time
• Customer Retention Rate
• Service Reminder Conversion

Job Types: Full-time, Permanent

Pay: ₹10,000.00 - ₹16,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Experience:

• DMS: 3 years (Required)

Work Location: In person

Speak with the employer
+91 8306777456