This role focuses on enhancing the vehicle ownership lifecycle by ensuring seamless transitions between sales and after-sales service. The objective is to build long-term brand loyalty and maximize customer lifetime value through proactive engagement and superior service recovery.
Key Responsibilities
- Monitor and improve the Customer Satisfaction Index (CSI) and Net Promoter Score (NPS) through regular audits and feedback loops.
- Manage the end-to-end customer grievance redressal process, ensuring all escalations are resolved within the defined Turnaround Time (TAT).
- Analyze Dealer Management System (DMS) data to identify patterns in customer dissatisfaction and implement preventive measures.
- Oversee the delivery process to ensure a premium 'Moment of Truth' experience for every new car buyer.
- Coordinate with the Service and Sales departments to ensure a unified brand experience across all touchpoints.
- Organize periodic customer engagement events, such as new owner meets, service camps, and loyalty programs.
- Conduct soft skills and customer-centricity training for front-line sales and service staff.
- Generate monthly reports on customer sentiment and retention metrics for the senior management and OEM representatives.
Requirements
- 3-5 years of experience in Customer Relations or Sales Support within an authorized automotive dealership.
- Proven track record of managing high-volume customer interactions and conflict resolution.
- Hands-on experience with automotive Dealer Management Systems (DMS) like Autoline, SAP, or Oracle.
- Excellent verbal and written communication skills in English and the local regional language.
- Strong analytical skills to interpret customer feedback data and drive operational changes.
- Ability to work in a high-pressure environment with a 6-day work week schedule.
Preferred
- Previous experience working with a premium or luxury automotive OEM (e.g., Mercedes-Benz, BMW, Audi, or premium divisions of mass-market brands).
- Certification in Customer Relationship Management (CRM) or Hospitality Management.
- Experience in digital reputation management and handling social media escalations.
Skills
Technical
DMS Proficiency, Advanced MS Excel, CRM Software, Data Analysis, Customer Lifecycle Management
Soft Skills
Conflict Resolution, Empathy, Stakeholder Management, Public Speaking, Negotiation
Qualifications
Education: Graduate in any stream; MBA in Marketing or Operations is highly preferred.
Experience: 3-5 years in the Indian Automotive sector.
Certifications: OEM-specific CRM Certification, Soft Skills Trainer Certification (Optional)
Work Environment
This is a full-time, on-site role based at the dealership. Standard working hours are 10 AM to 7 PM, 6 days a week, including weekends with a rotational week-off.
Growth Opportunities
Successful candidates can transition into Regional CRM Manager roles at the OEM level or move into Head of Customer Experience positions within the dealer group.