Relationship manager’s customer

This role focuses on maintaining and enhancing long-term bonds with our valued clientele through proactive engagement and personalized service. It involves acting as the primary point of contact for post-purchase queries and ensuring a seamless experience throughout the vehicle ownership lifecycle to drive brand loyalty.

Key Responsibilities

• Manage end-to-end customer interactions from vehicle delivery through the entire ownership period to ensure high satisfaction levels.
• Proactively reach out to customers for service reminders, insurance renewals, and loyalty program updates to maintain continuous engagement.
• Analyze customer feedback and Net Promoter Scores (NPS) to identify service gaps and implement corrective measures.
• Coordinate with the workshop and sales departments to resolve complex customer grievances within the defined Turnaround Time (TAT).
• Maintain accurate and detailed records of all customer interactions and feedback in the Dealer Management System (DMS).
• Organize and execute customer engagement events such as service camps, new launch previews, and weekend workshops.
• Educate customers on value-added services, extended warranties, and genuine accessories to enhance their ownership experience.
• Monitor and report on customer retention trends and post-service follow-up (PSF) results to the senior management.

Requirements

• Proven track record in customer service or relationship management within the automotive, hospitality, or retail sector.
• Exceptional verbal and written communication skills in English and the local regional language.
• Proficiency in using CRM software or Dealer Management Systems (DMS) like Autoline or e-DMS.
• Strong problem-solving abilities with a calm and professional demeanor when handling difficult situations.
• Comfortable working in a 6-day work week schedule within a high-pressure dealership environment.
• Basic understanding of motor insurance, vehicle warranties, and automotive service cycles.

Preferred

• Previous experience with a major automotive OEM dealership (e.g., Maruti Suzuki, Hyundai, Mahindra, or Tata Motors).
• Valid IRDA certification for motor insurance sales and renewals.
• Experience in managing high-net-worth (HNI) clients for luxury or premium vehicle segments.

Skills

Technical

CRM/DMS Operations, Microsoft Office Suite (Excel & PowerPoint), Data Analysis, Motor Insurance Knowledge, Service Lifecycle Management

Soft Skills

Empathy, Active Listening, Conflict Resolution, Time Management, Interpersonal Networking

Qualifications

Education: Graduate in any stream (B.Com, BBA, BA); MBA in Marketing or CRM is preferred

Experience: 2 to 5 years of experience in customer-facing roles within an authorized dealership or service center

Certifications: OEM Customer Excellence Certification, IRDA License (Optional)

Work Environment

This is an on-site role based at the dealership showroom and service center, involving 6-day work weeks with standard Indian automotive industry hours (typically 10 AM to 7 PM).

Growth Opportunities

Successful candidates can transition into roles such as Senior Relationship Manager, CRM Head, or Service Manager. We offer a structured career path within our pan-India network of dealerships.