The Customer Relationship Manager (CRM) is responsible for maintaining strong relationships with customers, ensuring high customer satisfaction, handling customer feedback and complaints, and improving customer retention for the automobile dealership. The role focuses on delivering excellent customer experience throughout sales and service operations.
Key Responsibilities
Build and maintain robust relationships with customers.
Handle customer inquiries, feedback, and complaints professionally.
Ensure excellent customer satisfaction during sales and service processes.
Conduct regular customer follow-up calls for feedback and service reminders.
Monitor customer satisfaction scores and implement improvement plans.
Coordinate with sales and service teams to resolve customer issues quickly.
Maintain customer database and update CRM/DMS records accurately.
Organize customer engagement activities, events, and loyalty programs.
Track customer retention and repeat business activities.
Ensure timely response to customer concerns through calls, emails, and messages.
Prepare CRM reports, customer feedback analysis, and MIS reports.
Support management in achieving customer satisfaction targets.
Ensure adherence to company and manufacturer customer handling standards.
Required Skills
Excellent communication and interpersonal skills
Strong customer handling and problem-solving ability
Valuable knowledge of CRM software and MS Office
Ability to manage customer complaints effectively
Team coordination and relationship management skills
Valuable analytical and reporting skills
Positive attitude and professional behavior
Qualification
Any Bachelor’s Degree
MBA or relevant certification is an added advantage
Experience
2 to 6 years of experience in customer relationship management
Experience in automobile dealership/service industry preferred
Preferred Industry
Automobile Dealerships
Passenger Vehicle / Commercial Vehicle Industry
Automotive Service Centers