This role centers on spearheading the customer experience strategy to ensure high levels of satisfaction across both sales and service touchpoints. It involves managing the feedback lifecycle, resolving critical grievances, and maintaining the dealership's reputation through strict adherence to OEM quality standards.
Key Responsibilities
- Monitor and drive the Customer Satisfaction Index (CSI) and Sales Satisfaction Index (SSI) to meet and exceed OEM benchmarks.
- Manage and lead the CRM team to ensure 100% timely follow-up calls for post-sales and post-service feedback.
- Analyze customer feedback data and Lost Case Reports to identify process gaps and implement corrective actions.
- Act as the primary point of escalation for high-priority customer complaints, ensuring resolution within defined Turnaround Times (TAT).
- Coordinate with Sales and Service Managers to ensure a seamless 'C-Day' (Delivery Day) experience for all customers.
- Organize and oversee customer engagement activities such as service camps, new car clinics, and owner meets.
- Ensure the dealership is audit-ready at all times regarding OEM customer service standards and documentation.
- Prepare daily, weekly, and monthly reports for the General Manager and OEM regional office regarding customer sentiment and retention.
Requirements
- 3 to 5 years of experience in Customer Relations within an authorized automotive dealership.
- Proven track record of managing CSI/SSI scores and handling OEM audits.
- Proficiency in using Dealer Management Systems (DMS) such as Autoline, SAP, or proprietary OEM software.
- Strong command over the local language and English for effective communication.
- Demonstrated ability to lead a team of 5-10 CRM executives.
- Advanced skills in Microsoft Excel for data analysis and reporting.
Preferred
- Prior experience working with a Maruti Suzuki, Hyundai, or luxury brand dealership.
- Experience in managing insurance renewal follow-ups and service reminders.
- Understanding of automotive technical terms to better explain service requirements to customers.
Skills
Technical
CRM Software Management, Data Analytics & Visualization, OEM Portal Navigation, Grievance Redressal Frameworks
Soft Skills
Conflict Resolution, Empathetic Communication, Leadership and Mentoring, Crisis Management, Stakeholder Management
Qualifications
Education: Graduate in any stream (MBA in Marketing or Operations is highly preferred)
Experience: 3-5 years in Indian Automotive Customer Service/CRM
Certifications: OEM Certified CRM/CCM training (preferred), Soft Skills Training Certification
Work Environment
This is a full-time, on-site role based at the dealership. Standard working hours are 6 days a week, typically 9:30 AM to 6:30 PM, with high customer interaction in a fast-paced retail environment.
Growth Opportunities
High-performing managers can transition into roles such as Head of CRM for the entire dealership group, General Manager (Operations), or move into regional customer experience roles at the OEM level.