We are seeking an experienced and customer-focused Group Head – CRM Service to lead the Service CRM function across multiple dealership locations. The ideal candidate will be responsible for enhancing customer satisfaction, driving customer retention, ensuring effective complaint resolution, and implementing CRM strategies that improve the overall aftersales experience.
Key Responsibilities
- Lead and manage the Service CRM team across all dealership locations.
- Develop and implement customer retention and loyalty strategies.
- Monitor and improve Customer Satisfaction Index (CSI), Net Promoter Score (NPS), and other customer experience KPIs.
- Ensure timely resolution of customer complaints and escalations.
- Analyze customer feedback and recommend process improvements.
- Conduct regular audits of service quality and customer interactions.
- Coordinate with Service, Parts, Sales, and Workshop teams to enhance customer experience.
- Track service reminders, follow-up calls, and lost customer recovery programs.
- Prepare and present CRM performance reports to senior management.
- Ensure compliance with OEM CRM standards, processes, and audits.
- Train, mentor, and develop CRM executives and team leaders.
- Drive digital CRM initiatives, customer engagement campaigns, and service retention activities.
Key Performance Indicators (KPIs)
- Customer Satisfaction Index (CSI)
- Net Promoter Score (NPS)
- Customer Retention Rate
- Complaint Resolution Turnaround Time (TAT)
- Repeat Service Business
- Service Reminder Effectiveness
- Customer Feedback Scores
- Team Productivity & Performance
Required Qualifications
- Bachelor's degree in Business Administration, Marketing, or a related field (MBA preferred).
- 10–15 years of experience in CRM, Customer Experience, or Aftersales Service within the automobile dealership industry.
- Experience managing multi-location dealership CRM operations.
- Solid knowledge of OEM CRM processes and customer satisfaction pro