The Customer Relationship Manager (CRM) is responsible for maintaining solid relationships with customers by ensuring high levels of customer satisfaction throughout the vehicle ownership journey. The CRM monitors customer feedback, manages complaints, coordinates with sales and service teams, and implements customer retention initiatives to enhance loyalty and improve the overall customer experience.
Key Responsibilities
Build and maintain positive relationships with customers.
Ensure excellent customer service before, during, and after vehicle sales and service.
Conduct customer satisfaction follow-up calls after vehicle delivery and service visits.
Handle customer complaints, resolve issues promptly, and escalate unresolved cases when necessary.
Monitor Customer Satisfaction Index (CSI) and Service Satisfaction Index (SSI) scores.
Coordinate with the Sales, Service, Spare Parts,
and Insurance departments to ensure seamless customer support.
Maintain accurate customer records in the CRM software.
Plan and execute customer engagement programs, loyalty campaigns, and promotional activities.
Analyze customer feedback and recommend process improvements.
Ensure timely follow-up on leads, inquiries, and service reminders.
Track customer retention and repeat business performance.
Prepare daily, weekly, and monthly CRM reports for management.
Support customer events, product launches, and service campaigns.
Ensure compliance with company policies and manufacturer standards.