Job Description – 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 important 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 skilled communication and build long-term relationships with customers.

Key Performance Indicators (KPIs)
- Lead follow-up and contact ratio
- Lead-to-appointment conversion
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