Company: Mahavir Group

Position: CRM – Service

Job Location: Hyderabad

Experience: 8+ Years

Industry: Automobile Industry – Mandatory

About the RoleMahavir Group is looking for an experienced and customer-focused CRM – Service professional to manage and strengthen customer relationships across the Service & Aftersales function. The role will be responsible for improving customer satisfaction, ensuring effective complaint resolution, driving service retention, and maintaining strong customer engagement.

Key Responsibilities

- Manage Customer Relationship Management (CRM) activities for the Service & Aftersales department.
- Monitor customer feedback, complaints, escalations, and ensure timely resolution.
- Drive Customer Satisfaction (CSI) and improve overall service experience.
- Track and monitor customer complaints from registration to closure.
- Coordinate with Service Advisors, Workshop, Service Management, Parts, and other departments for effective complaint resolution.
- Conduct regular follow-ups with customers after vehicle servicing.
- Analyze customer feedback and identify recurring issues and areas for improvement.
- Monitor service retention, repeat customers, and customer engagement initiatives.
- Ensure adherence to OEM/customer service standards and CRM processes.
- Prepare and analyze CRM MIS, customer feedback reports, complaint reports, CSI/NPS reports, and service retention data.
- Identify trends in customer complaints and recommend corrective and preventive actions.
- Handle critical customer escalations professionally and ensure appropriate closure.




- Conduct customer calling campaigns for service reminders, follow-ups, lost customers, and customer retention.
- Work closely with the Service Head/GM Service to improve customer experience and operational performance.
- Ensure proper documentation and timely updating of CRM systems and customer records.
- Train and guide the CRM team on customer handling, communication, and escalation management.

Candidate Profile
- 8+ years of relevant experience in CRM / Customer Relationship Management within the Automobile Industry.
- Automobile Industry experience is mandatory.
- Candidates from Automotive Dealerships, OEMs, or Automotive Aftersales/Service operations will be preferred.
- Strong understanding of Service CRM, Customer Satisfaction, CSI/NPS, complaint management, and customer retention.
- Excellent communication and interpersonal skills.
- Solid customer-handling and problem-solving abilities.
- Good analytical and MIS/reporting skills.
- Ability to coordinate effectively with cross-functional teams.
- Strong leadership and team-management capabilities.
- Proficiency in CRM/DMS systems and MS Excel.
- Should be customer-centric, proactive, and result-oriented.

Key Performance Indicators (KPIs)
- Customer Satisfaction (CSI/NPS)
- Complaint Resolution & Closure TAT
- Customer Retention & Repeat Service
- Customer Follow-up Effectiveness
- Complaint Escalation Reduction
- Service Recovery & Customer Retention
- CRM Process Compliance
- Customer Feedback & Engagement

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📌 Customer Relationship Manager (Hyderabad)
🏢 Mahavir Group
📍 Hyderabad