CUSTOMER CARE MANAGER

This role focuses on bridging the gap between customer expectations and dealership performance by maintaining high satisfaction scores across both sales verticals. The position involves managing the entire customer lifecycle, ensuring timely resolution of grievances, and strictly adhering to quality standards to drive brand loyalty.

Key Responsibilities

• Monitor and improve Customer Satisfaction Index and Sales Satisfaction Index scores as per Benchmarks.

• Lead and mentor the Customer Relations (CR) team to handle inbound queries and outbound feedback calls effectively.

• Manage the escalation matrix for customer complaints, ensuring resolution within the stipulated Turnaround Time.

• Analyze customer feedback data from the Dealer Management System (DMS) to identify recurring issues and suggest process improvements.

• Coordinate with Sales Managers to ensure a seamless 'Post-Delivery Follow-up' process.

• Prepare and present weekly/monthly customer satisfaction reports for management and review meetings.

• Oversee the customer loyalty program and drive initiatives for customer retention and referral sales.

• Ensure all showroom customer touchpoints meet the brand's corporate identity standards.

Requirements

• 3-5 years of experience in Customer Relations within an authorized automotive dealership.

• Proven track record of managing scores for a reputable car or two-wheeler brand.

• Strong command over the local language and English to interact with diverse customer segments.

• Proficiency in using Dealer Management Systems (DMS) and CRM software.

• Hands-on experience in handling high-pressure conflict situations and grievance redressal.

• Ability to work a standard 6-day work week in an on-site dealership environment.

Preferred

• Experience working with Tier-1 OEMs like Maruti Suzuki, Hyundai, Tata Motors, or Mahindra.

• Knowledge of IRDA norms for insurance-related customer queries.

• Prior experience in leading a team of at least 3-5 CRM executives.

Skills

Technical

DMS Proficiency, CRM Software, Advanced MS Excel, Data Analysis, OEM Portal Management

Soft Skills

Conflict Resolution, Empathetic Communication, Leadership, Negotiation, Public Relations

Qualifications

Education: Graduate in any stream (B.Com, B.A., B.Sc.); MBA in Marketing or Operations is highly preferred.

Experience: 3 to 5 years in Indian Automotive Customer Relations.

Certifications: OEM CRM Certification, Customer Service Excellence Workshop Certificate

Work Environment

Standard dealership environment with 6-day work weeks (9.30 AM - 6.30 PM). The role is primarily on-site and involves frequent interaction with walk-in customers and floor staff.

Growth Opportunities

Candidates can progress to a Regional Customer Care Manager role or transition into a General Manager - Operations position within the dealership group.