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 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 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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