– CRM Executive / Customer Relationship Manager

Industry: Automobile

Department: Customer Relationship Management

Experience: 1–4 Years

Location:Site 4, kasna,gretaer noida

Employment Type: Full-time

Job Summary

We are looking for a customer-focused CRM Executive / Customer Relationship Manager to manage customer interactions, improve customer satisfaction, generate repeat business, and ensure a smooth customer experience throughout the vehicle purchase and ownership journey.

Key Responsibilities

- Manage customer relationships from lead generation to vehicle delivery and post-sales follow-up.
- Handle customer enquiries through calls, WhatsApp, email, and other communication channels.
- Follow up with leads and coordinate with the Sales Team to improve lead conversion.
- Maintain accurate customer information, enquiries, follow-ups, and activities in the CRM/DMS system.
- Schedule and coordinate test drives, showroom visits, service appointments, and customer follow-ups.
- Conduct customer satisfaction calls after vehicle delivery and service.
- Handle customer complaints and coordinate with relevant departments for timely resolution.
- Monitor customer feedback, identify recurring issues, and escalate key concerns to management.
- Maintain regular follow-ups with existing customers for repeat purchases, upgrades, referrals, insurance renewals, and service requirements.
- Track sales and service leads and prepare daily, weekly, and monthly CRM reports.
- Coordinate with Sales, Service, Insurance, Finance, and other departments to provide a seamless customer experience.
- Ensure timely communication regarding vehicle delivery, service status, offers, campaigns, and other customer-related updates.




- Conduct customer retention and engagement activities.
- Maintain professional communication and build long-term relationships with customers.

Key Performance Indicators (KPIs)
- Lead follow-up and contact ratio
- Lead-to-appointment conversion
- Test-drive conversion
- Sales conversion and customer retention
- Customer satisfaction / CSI score
- Complaint resolution time
- Repeat customer and referral business
- CRM data accuracy and follow-up compliance
- Customer engagement and response rate

Required Skills
- Excellent communication and interpersonal skills
- Strong customer-handling and relationship-management abilities
- Good follow-up and coordination skills
- Basic knowledge of automobile sales and dealership processes
- Proficiency in MS Excel, CRM/DMS software, email, and WhatsApp communication
- Ability to handle customer complaints professionally
- Strong organizational and time-management skills
- Target-oriented and customer-focused approach

Qualification
- Graduate in any discipline; MBA/PGDM in Marketing or related field is an advantage.
- Prior experience in automobile dealership CRM, sales, customer service, or tele-calling is preferred.

Preferred Candidate Profile The ideal candidate should be confident, polite, proactive, and comfortable communicating with customers over the phone and in person. Experience with an automobile dealership's CRM/DMS, lead-management process, sales follow-up, and customer satisfaction activities will be an added advantage.

Pay: ₹20,000.00 - ₹25,000.00 per month

Benefits

- Provident Fund

Experience:
- CRM software: 2 years (Required)
- AUTOMOBILE INDUSTRY : 2 years (Required)
- INSURANCE DOING : 2 years (Required)

Work Location: In person

📌 Customer Relationship Manager (CRM)(AUTOMOBILE INDUSTRY)
🏢 Diksha Elite Academy
📍 Greater Noida