CRM -SALES- Call Centre

This role focuses on managing the entire customer lifecycle from inquiry through delivery and post-sales engagement within the dealership ecosystem. It involves driving high lead conversion rates and maintaining superior customer satisfaction levels through systematic follow-ups and data-driven insights.

Key Responsibilities

• Manage the end-to-end customer relationship management (CRM) lifecycle within the dealership's Dealer Management System (DMS).

• Monitor and track all incoming sales leads from digital and offline channels to ensure timely response and follow-up by the sales team.

• Conduct post-delivery follow-up (PDFU) calls to gauge customer satisfaction and address initial grievances or concerns.

• Coordinate with the sales and finance teams to ensure data accuracy for insurance renewals, loyalty programs, and exchange bonuses.

• Analyze customer feedback and Net Promoter Scores (NPS) to identify process gaps and areas for service improvement.

• Organize and oversee customer engagement events such as new launch previews, service camps, and loyalty meets.

• Prepare daily, weekly, and monthly MIS reports on lead conversion ratios, showroom footfalls, and customer sentiment for the management team.

Requirements

• 3-5 years of proven experience in CRM roles within an automotive dealership or premium retail environment.

• Proficiency in using Dealer Management Systems (DMS) such as SAP, MS Dynamics, or OEM-specific software.

• Strong understanding of the Indian automotive sales cycle and local customer buying behavior.

• Excellent verbal and written communication skills in English and the prevailing local language.

• Advanced knowledge of MS Excel for data cleaning, analysis, and management reporting.

• Ability to handle high-pressure situations and resolve customer complaints effectively.

Preferred

• Previous experience working with major Indian OEMs like Maruti Suzuki, Hyundai, Tata Motors, or Mahindra.

• Experience in handling digital lead management tools and social media inquiries.

• Demonstrated ability to lead a small team of tele-callers or customer care executives.

Skills

Technical

CRM Software, DMS Navigation, Advanced Excel, Data Reporting, Lead Management Systems

Soft Skills

Customer Empathy, Conflict Resolution, Persuasion, Time Management, Interpersonal Communication

Qualifications

Education: Graduate in any stream (B.Com, BBA, or BCA preferred); MBA in Marketing is an advantage.

Experience: 3-5 years in Automotive Sales CRM or Customer Service.

Certifications: OEM-specific CRM certification, Customer Service Excellence training, Soft Skills certification

Work Environment

Standard automotive showroom environment with a 6-day work week and on-site presence required.

Growth Opportunities

Potential to advance to CRM Manager or Sales Operations Manager within the dealership group's national network.