This role involves managing the end-to-end customer lifecycle to ensure high levels of satisfaction and retention within our dealership network. The incumbent will be responsible for streamlining communication, managing feedback loops, and optimizing data-driven engagement strategies to enhance the overall customer ownership experience.
Key Responsibilities
- Manage and monitor the dealership CRM platform to ensure accurate customer data entry and lead tracking.
- Oversee the customer feedback mechanism, including managing CSI (Customer Satisfaction Index) scores and responding to service/sales feedback.
- Coordinate with the sales and service departments to ensure timely follow-ups for test drives, service reminders, and warranty renewals.
- Analyze customer data to identify trends and provide actionable insights for improving dealership service efficiency.
- Execute customer loyalty programs and promotional campaigns to drive repeat business and showroom footfall.
- Prepare daily, weekly, and monthly reports on service recovery, customer engagement, and lead conversion rates for management review.
- Handle customer escalations and work closely with department heads to provide effective resolutions in line with OEM guidelines.
Requirements
- Minimum 5-8 years of experience in automotive CRM or customer experience roles.
- Proficiency in dealership management systems (DMS) and CRM software.
- Strong understanding of automotive service protocols and customer life-cycle management.
- Excellent verbal and written communication skills in English and the local regional language.
- Ability to thrive in a fast-paced retail automotive environment.
- Knowledge of Microsoft Excel for data reporting and trend analysis.
Preferred
- Prior experience working with premium or mass-market OEM dealership networks.
- Experience in handling digital marketing leads and social media customer queries.
- Exposure to ISO certification standards for automotive workshops.
Skills
Technical
CRM Software Proficiency, Data Analytics & Reporting, DMS Operations, Automotive Service Process Knowledge, MS Office Suite
Soft Skills
Conflict Resolution, Customer Empathy, Interpersonal Skills, Time Management, Problem Solving
Qualifications
Education: Graduate in any discipline; MBA in Marketing or Operations is highly preferred.
Experience: 5-8 years of relevant experience in the Indian automotive retail sector.
Certifications: OEM-specific CRM training certification, Certification in Customer Relationship Management (Optional)
Work Environment
On-site, 6 days a week, professional dealership showroom/office environment.
Growth Opportunities
The company offers a defined career path into CRM Management, Customer Experience Head, or Regional Operations roles with access to ongoing OEM-led training programs.
