Customer Relationship Manager

This role is pivotal in ensuring high levels of customer satisfaction and loyalty by serving as the primary point of contact for vehicle owners throughout their ownership journey. You will bridge the gap between service operations and customer expectations, ensuring seamless communication and resolution of concerns within the automotive retail ecosystem.

Key Responsibilities

• Manage end-to-end customer lifecycle, from vehicle delivery follow-ups to periodic service reminders.
• Address and resolve customer grievances or escalations promptly, ensuring alignment with OEM service standards.
• Maintain high Customer Satisfaction Score (CSI) and Net Promoter Score (NPS) through proactive engagement.
• Coordinate with the workshop team and service advisors to provide accurate status updates to customers regarding vehicle maintenance.
• Monitor CRM systems to maintain updated customer databases and service history records.
• Drive retention programs, including extended warranty sales, service packages, and referral campaigns.
• Conduct post-service feedback calls and document insights to improve workshop efficiency.
• Represent the brand during customer events, vehicle launches, and loyalty programs.

Requirements

• Proven track record in customer-facing roles within the automotive or service industry.
• Strong proficiency in local language and professional English communication.
• Ability to work in a fast-paced, on-site environment with a 6-day work week.
• Hands-on experience with CRM software and basic computer proficiency (MS Office).
• Understanding of vehicle service processes and standard maintenance schedules.
• Valid two-wheeler driving license.

Preferred

• Prior experience in authorized dealership operations (Automobile sector).
• Experience in handling high-pressure conflict resolution situations.
• MBA in Marketing or Sales management.
• Familiarity with DMS (Dealer Management Systems) like SAP or Autoline.

Skills

Technical

CRM Software Usage, Automotive Service Process Knowledge, Data Reporting, MS Office Suite

Soft Skills

Conflict Resolution, Empathetic Communication, Time Management, Relationship Building, Active Listening

Qualifications

Education: Graduate in any discipline (BBA/B.Com preferred).

Experience: 3 to 7 years of relevant experience in customer relations or automotive service.

Certifications: Customer Service Excellence Certification (optional), Basic Automotive Product Knowledge Certification

Work Environment

This is a full-time, on-site role based at an authorized dealership. The work environment is dynamic, requiring physical presence on the workshop floor and customer lounge areas. The standard working hours are 9 AM to 6 PM, 6 days a week.

Growth Opportunities

We offer a clearly defined career path with opportunities to transition into Service Manager roles, CRM Head positions, or regional customer experience lead roles within our expanding network of dealerships across India.