This role is responsible for overseeing the entire customer lifecycle, driving dealership footfalls, and ensuring high levels of customer satisfaction. You will lead data-driven initiatives to manage lead conversion, retention, and loyalty programs within the authorized dealership network.
Key Responsibilities
- Manage the end-to-end CRM operations, including lead management, follow-ups, and conversion tracking via the OEM-prescribed DMS.
- Develop and execute proactive customer engagement strategies to enhance brand loyalty and repeat business.
- Monitor and improve dealership feedback scores (CSI/SSI) to ensure alignment with OEM standards.
- Analyze sales data to identify trends, gaps in the sales funnel, and opportunities for process improvement.
- Manage the dealership's digital inquiry response time and ensure team adherence to lead management protocols.
- Coordinate with the sales and service teams to ensure a seamless post-purchase experience for every customer.
- Conduct regular training sessions for the sales team on CRM tools and customer interaction best practices.
Requirements
- 5-8 years of experience in Customer Relationship Management within the automotive sector.
- Proven track record of managing lead conversion funnels in an authorized dealership environment.
- Deep understanding of OEM-specific CRM software and DMS (Dealer Management Systems).
- Strong proficiency in MS Excel for reporting and sales analytics.
- Excellent command of English and the local regional language.
- Demonstrated ability to handle customer escalations effectively.
Preferred
- Prior experience in luxury or mass-market car dealership operations.
- Certification in Digital Marketing or Customer Experience Management.
- Experience with Salesforce or similar enterprise-level CRM platforms.
Skills
Technical
Dealer Management System (DMS) proficiency, Data Analytics & Reporting, Lead Management Software, Sales Pipeline Management, Digital Inquiry Handling
Soft Skills
Conflict Resolution, Strategic Thinking, Team Leadership, Customer-Centric Mindset, Effective Communication
Qualifications
Education: Graduate or MBA in Marketing/Management
Experience: 5-8 years of relevant experience in the Indian automotive industry
Certifications: OEM-specific CRM training certification
Work Environment
On-site at the dealership; standard 6-day work week with rotational off-days.
Growth Opportunities
Pathways to Sales Operations Manager, General Manager, or Regional CRM Head roles within the group network.
