CRM Executive Royal Enfield Dealership

Department

Customer Relationship Management / Sales & Service

Reports To

CRM Manager / General Manager / Dealer Principal

Job Purpose The CRM Executive is responsible for maintaining strong relationships with customers throughout their journey with the dealershipfrom enquiry and motorcycle purchase to servicing, follow-ups, feedback, and repeat business. The role focuses on timely customer communication, lead follow-up, appointment generation, customer satisfaction, and retention.

Key Responsibilities

Customer & Lead Management

- Handle customer enquiries received through phone, walk-ins, website, social media, and other channels.
- Make timely follow-up calls to sales and service customers.
- Maintain accurate customer information in the CRM/DMS system.
- Track leads and ensure no enquiry remains unattended.
- Follow up with prospective customers to support conversion of enquiries into motorcycle sales.
- Maintain records of lost, pending, hot, warm, and cold leads.

Sales CRM Activities

- Contact customers after enquiry, test ride, booking, and delivery.
- Follow up on pending bookings and documentation.
- Conduct post-delivery customer calls to ensure customer satisfaction.
- Generate referrals and repeat purchase opportunities.
- Remind customers about accessories, insurance renewal, and other dealership offerings.

Service CRM Activities

- Contact customers for periodic service reminders.
- Generate service appointments through outbound calls.
- Follow up with customers whose vehicles are due for service.
- Conduct post-service follow-up calls.
- Record customer feedback and complaints and coordinate with the concerned department for resolution.
- Monitor customer satisfaction and escalate serious complaints to management.

CRM Reporting

- Prepare daily and monthly CRM reports.
- Track enquiry-to-booking and booking-to-delivery follow-ups.
- Monitor service reminders and appointment conversion.
- Maintain customer database accuracy.
- Track customer complaints and closure status.

Key Performance Indicators KPIs
- Lead follow-up percentage
- Lead conversion
- Test ride conversion
- Booking conversion
- Service appointment generation
- Service retention
- Customer satisfaction
- Complaint resolution time
- Follow-up completion
- Customer database accuracy

Required Skills
- Excellent communication skills
- Good telephone etiquette
- Customer-handling skills
- Basic computer knowledge
- CRM/DMS knowledge preferred
- Good follow-up and persuasion skills
- Ability to maintain accurate records
- Positive and professional attitude

Experience 1–3 years in automobile dealership CRM, customer service, telesales, BPO, or related industry preferred

Job Title

Customer Advisor – Royal Enfield Dealership

Department

Sales / Customer Experience

Reports To

Sales Manager / CRM Manager / Showroom Manager

Job Purpose The Customer Advisor is responsible for assisting customers visiting the Royal Enfield showroom,



understanding their requirements, explaining products and offers, arranging test rides, generating enquiries, and ensuring a smooth customer experience from initial interaction through booking and delivery.

Key Responsibilities

Customer Handling

- Welcome customers visiting the showroom in a professional and courteous manner.
- Understand customer requirements, preferences, budget, and intended usage.
- Provide information about Royal Enfield motorcycles, variants, colours, features, specifications, and pricing.
- Explain finance, insurance, accessories, warranty, and exchange options.
- Provide accurate information without making misleading commitments.

Sales Support

- Generate and register customer enquiries in the CRM/DMS.
- Explain suitable motorcycle models based on customer requirements.
- Arrange and coordinate test rides.
- Follow up with customers after test rides.
- Assist sales executives in converting enquiries into bookings.
- Coordinate with the sales team regarding vehicle availability, booking status, and delivery.

Customer Experience

- Ensure customers receive a professional showroom experience.
- Explain the purchase process clearly.
- Coordinate with the concerned departments for documentation and delivery.
- Assist customers during vehicle delivery.
- Explain basic vehicle features and ownership-related information.
- Ensure customer queries and concerns are properly addressed.

Follow-Up

- Make follow-up calls to prospective customers.
- Maintain records of pending enquiries.
- Contact customers regarding offers, events, test rides, and recent product updates.
- Generate referrals and repeat business opportunities.

Key Performance Indicators – KPIs
- Number of enquiries handled
- Test rides generated
- Test ride conversion
- Bookings generated
- Enquiry conversion
- Follow-up effectiveness
- Customer satisfaction
- Customer referrals
- CRM data accuracy

Required Skills
- Excellent communication and interpersonal skills
- Good product presentation skills
- Customer-oriented approach
- Sales and persuasion skills
- Basic computer/CRM knowledge
- Professional appearance and behaviour
- Ability to work with sales targets
- Passion/interest in motorcycles and automobiles preferred

Experience 0–3 years in automobile sales, showroom sales, customer service, retail, or related field.

Freshers with good communication and sales aptitude may also be considered.

SERVICE ADVISOR – ROYAL ENFIELD SERVICE CENTRE

Job Title

Service Advisor – Royal Enfield Dealership

Department

Service / After-Sales

Reports To

Service Manager / Workshop Manager





Job Purpose The Service Advisor is the primary point of contact between the customer and the workshop. The role is responsible for receiving motorcycles for service, understanding customer concerns, preparing accurate job cards, coordinating with technicians, explaining repair requirements and estimates, providing service updates, and ensuring timely delivery and customer satisfaction.

Key Responsibilities

Customer Reception

- Welcome customers visiting the service centre.
- Understand and accurately record customer complaints and vehicle concerns.
- Conduct initial vehicle inspection with the customer.
- Explain the service process, estimated time, and expected charges.
- Prepare detailed job cards based on customer requirements.

Workshop Coordination

- Coordinate with technicians regarding customer complaints and repair requirements.
- Ensure the motorcycle is assigned to the appropriate technician.
- Monitor job progress throughout the repair/service process.
- Communicate additional repair requirements to customers and obtain approval before proceeding.
- Coordinate with spare parts and workshop teams to minimize delays.

Cost & Estimate Management

- Prepare service estimates accurately.
- Explain labour charges, parts costs, consumables, and other applicable charges.
- Obtain customer approval for additional work.
- Ensure billing is aligned with approved work.

Customer Communication

- Provide customers with regular updates regarding service progress.
- Inform customers promptly about delays or additional requirements.
- Explain completed repairs and maintenance work at delivery.
- Address customer questions professionally.
- Handle customer complaints and escalate unresolved issues to the Service Manager.

Vehicle Delivery

- Conduct final inspection/quality check coordination before delivery.
- Explain work performed and parts replaced.
- Explain the invoice and charges clearly.
- Ensure the customer understands any recommended future maintenance.
- Schedule the next service where applicable.
- Conduct post-service follow-up to confirm customer satisfaction.

Key Performance Indicators – KPIs
- Number of repair orders/job cards handled
- Customer satisfaction
- Labour sales
- Parts sales
- Average repair order value
- Service retention
- Repeat service customers
- Additional job conversion
- On-time delivery percentage
- Complaint resolution
- Customer follow-up completion

Required Skills
- Strong customer-handling skills
- Good communication skills
- Basic technical knowledge of motorcycles
- Good understanding of servicing and maintenance
- Ability to explain technical issues in simple language
- Estimation and billing knowledge
- Workshop coordination skills
- Problem-solving ability
- Ability to work under pressure

Experience 1–5 years of experience as a Service Advisor in a two-wheeler/automobile dealership or workshop preferred.

Royal Enfield/two-wheeler dealership experience will be an advantage.

📌 CRM Executive/ Customer advisor/ Service advisor (Hyderabad)
🏢 RK ROYAL ENGINEERS
📍 Hyderabad