Role Purpose: To manage the overall customer relationship function of the dealership and ensure high levels of customer satisfaction, retention, complaint resolution and compliance with Honda customer experience standards.
- Key ResponsibilitiesManage and supervise the CRE/customer care team.
- Plan daily customer calling and follow-up activities.
- Monitor:
- Service reminder calls
- Post-service follow-up
- Sales delivery feedback
- Customer complaints
- Lost customers
- Insurance renewal follow-up
- Exchange campaigns
- Customer retention activities
- Monitor customer satisfaction and dealership CSI performance.
- Personally handle serious or escalated customer complaints.
- Coordinate complaint resolution with:
- Service Manager
- Sales Manager
- Workshop Supervisor
- Service Advisors
- General Manager/Dealer Principal
- Ensure all complaints are closed within the agreed timeline.
- Identify repeat complaints and recurring operational problems.
- Analyse negative customer feedback and recommend corrective action.
- Monitor CRE calling productivity and quality.
- Conduct call audits and coaching for CREs.
- Maintain CRM/DMS database accuracy.
- Generate daily, weekly and monthly CRM reports.
- Analyse customer retention trends.
- Identify inactive/lost customers and run reactivation campaigns.
- Coordinate customer engagement activities, service camps and promotional campaigns.
- Track Google reviews and other customer feedback channels where applicable.
- Ensure Honda-mandated customer follow-up processes are followed.
- Conduct regular review meetings with Sales and Service departments.
- Maintain confidentiality of customer information.
- Key Performance Indicators – KPIsCustomer Satisfaction Index / CSI
- Complaint closure time
- Repeat complaint percentage
- Customer retention percentage
- PSF completion
- Service reminder conversion
- Lost customer recovery
- Customer database accuracy
- CRE productivity
- Negative feedback resolution
- Appointment conversion
- Customer review/feedback trends
- Preferred CandidateGraduate/Postgraduate preferred
- 3–6 years relevant experience
- Automobile dealership experience strongly preferred
- Previous CRM/customer care/team handling experience
- Strong Excel and reporting skills
- Good Telugu and English communication
- Strong complaint-handling ability
- Positive leadership and analytical skills