This role focuses on enhancing customer loyalty and retention by managing the end-to-end post-service experience within the workshop. It involves bridging the gap between technical service delivery and customer expectations to ensure high brand advocacy and repeat business.
Key Responsibilities
- Manage the Post Service Feedback (PSF) process to ensure 100% customer contact within 48 hours of vehicle delivery.
- Monitor and analyze Customer Satisfaction Index (CSI) scores to identify service gaps and implement corrective action plans.
- Handle and resolve high-level customer grievances and escalations within the OEM-defined Turnaround Time (TAT).
- Drive revenue through service marketing initiatives, including service reminders, AMC renewals, and extended warranty sales.
- Maintain and update the Dealer Management System (DMS) with accurate customer data and interaction history.
- Coordinate with the OEM regional office for service audits, mystery shopping exercises, and loyalty program compliance.
- Lead and mentor a team of CRM executives to maintain high standards of tele-calling etiquette and customer handling.
- Analyze 'Lost Customer' data to design and execute win-back strategies for dormant service accounts.
Requirements
- 5-8 years of experience in CRM operations specifically within an Indian automotive dealership service department.
- Proven track record of managing CSI/JD Power metrics for a reputed OEM.
- Proficiency in Dealer Management Systems (DMS) such as Autoline, SAP, or Oracle-based platforms.
- Strong command over MS Excel for data analysis and reporting.
- Excellent communication skills in English and the local regional language.
- Ability to handle high-pressure situations and difficult customer interactions with empathy.
Preferred
- Previous experience working with premium or luxury automotive brands.
- Strong understanding of workshop operations and technical service terminology.
- Experience in digital CRM tools and WhatsApp business API integration.
Skills
Technical
DMS Operations, Advanced MS Excel, Data Analytics, CRM Software, Service Marketing
Soft Skills
Conflict Resolution, Customer Empathy, Negotiation, Team Leadership, Analytical Thinking
Qualifications
Education: Graduate in any stream; MBA in Marketing or Operations is highly preferred.
Experience: 5 to 8 years in Automotive Service CRM.
Certifications: OEM CRM Certification, Customer Excellence Training Certification
Work Environment
Standard dealership workshop environment; 6 days a week; On-site role requiring frequent interaction with customers and workshop floor staff.
Growth Opportunities
Successful candidates can progress to roles such as Service Manager, Regional CRM Head, or Customer Experience Lead within the dealership group or OEM network.