This role focuses on enhancing the customer journey by managing feedback loops and ensuring high levels of satisfaction throughout the vehicle ownership lifecycle. It involves bridging the gap between customer expectations and dealership service delivery to foster long-term brand loyalty.
Key Responsibilities
- Manage Post-Sales and Post-Service Feedback (PSF) calls to track customer satisfaction levels and identify areas for improvement.
- Handle customer grievances promptly, ensuring effective resolution and escalating critical issues to the Service or Sales Manager as required.
- Maintain and update the Dealer Management System (DMS) with accurate customer data and follow-up schedules.
- Monitor and report on key OEM metrics, including Customer Satisfaction Index (CSI) and Sales Satisfaction Index (SSI).
- Coordinate customer engagement initiatives such as seasonal service camps, new car delivery ceremonies, and loyalty programs.
- Analyze customer retention data and implement strategies to increase repeat visits and referral business.
- Liaise with the OEM CRM team to ensure compliance with brand standards and participation in national customer experience campaigns.
- Conduct soft-skills training for front-desk staff to ensure a consistent and professional customer experience.
Requirements
- Graduate degree in any stream (BBA, B.Com, or B.A. preferred).
- 1-3 years of experience in a CRM or Customer Service role within the automotive industry.
- Fluency in English and the local regional language for effective communication.
- Proficiency in Microsoft Office, particularly Excel for data reporting.
- Working knowledge of automotive Dealer Management Systems (DMS).
- Strong understanding of the Indian automotive retail and service landscape.
Preferred
- Experience working with a reputed OEM dealership (Maruti Suzuki, Hyundai, Tata Motors, etc.).
- MBA in Marketing or Customer Relations.
- Previous experience in handling social media queries and online reputation management.
Skills
Technical
DMS Operations, Data Analysis, CRM Software Proficiency, Reporting & Documentation
Soft Skills
Conflict Resolution, Active Listening, Empathy, Interpersonal Communication, Patience
Qualifications
Education: Graduate / MBA (Preferred)
Experience: 1-3 years in Automotive CRM
Certifications: OEM CRM Certification (Optional), Customer Service Excellence Workshop Certification
Work Environment
This is an on-site role based at an authorized dealership, operating in a professional, customer-centric environment. Standard Indian automotive working hours (6 days a week) apply, with a focus on maintaining a positive and collaborative team culture.
Growth Opportunities
The company provides a clear career path from CRM Executive to CRM Lead, and eventually to Regional Customer Experience Manager or Quality Head. We offer structured learning and development programs to help high-performers transition into managerial roles.
