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 responsible 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
Solid complaint-handling ability
Positive leadership and analytical skills

📌 Crm Manager Visakhapatnam
🏢 Jupiter Automobiles
📍 Visakhapatnam