This role focuses on bridging the gap between the dealership and its clientele by ensuring high levels of customer satisfaction and brand loyalty. The primary focus is managing the end-to-end customer lifecycle, from initial inquiry to post-sales support and retention initiatives.
Key Responsibilities
- Manage the Dealer Management System (DMS) to track customer interactions and maintain an accurate, clean database for marketing campaigns.
- Analyze Customer Satisfaction Index (CSI) and Net Promoter Scores (NPS) to identify areas for service improvement and process optimization.
- Oversee the resolution of customer grievances and escalations within the stipulated turnaround time (TAT) to prevent brand dilution.
- Coordinate with the Sales and Service departments to ensure a seamless 'One-Face' approach for the customer across all touchpoints.
- Implement customer loyalty programs and organize engagement events such as service camps, new launch previews, and customer meets.
- Generate periodic reports for the OEM regarding customer feedback, market trends, and lost-case analysis to drive strategic decisions.
- Monitor post-sales follow-up (PSF) calls to ensure delivery commitments were met and to gather honest feedback on the buying experience.
Requirements
- Proven track record in customer relationship management within a high-volume retail or automotive environment.
- Proficiency in using automotive CRM software or standard Dealer Management Systems (DMS) like Autovista or Oracle.
- Strong understanding of the Indian automotive market and local customer buying behavior.
- Excellent command over English and the local regional language to effectively communicate with a diverse clientele.
- Ability to manage and mentor a team of CRM executives and tele-callers to meet quality benchmarks.
- Demonstrated ability to handle high-pressure situations and difficult customer negotiations.
Preferred
- Previous experience working with a major Indian OEM (Maruti Suzuki, Hyundai, Tata Motors, or Mahindra).
- Professional certification in Customer Relationship Management or Service Excellence.
- Advanced Microsoft Excel skills for data visualization and trend analysis.
Skills
Technical
CRM/DMS Proficiency, Data Analysis, Microsoft Office Suite, Reporting & Dashboards, Feedback Management Systems
Soft Skills
Conflict Resolution, Empathy, Persuasive Communication, Leadership, Patience, Active Listening
Qualifications
Education: Graduate in any stream; MBA in Marketing, Operations, or PR is highly preferred.
Experience: 5 to 8 years of experience in Customer Relations, Hospitality, or Sales Support within the automotive sector.
Certifications: OEM-specific CRM certification, Customer Service Excellence Training
Work Environment
This is a full-time on-site role at the dealership, typically following a 6-day work week with standard showroom timings (9:30 AM - 6:30 PM).
Growth Opportunities
Successful candidates can progress to the role of General Manager (Customer Care) or transition into Zonal/Regional CRM roles within the OEM corporate structure.
