Role & responsibilities
CRM & DMS Operations: Manage and optimize the dealership CRM and Dealership Management System (DMS) to track customer interactions from inquiry to delivery and service. [1]
Lead & Follow-Up Governance: Ensure all sales, test-drive, and service leads are logged, assigned within defined Turnaround Time (TAT), and followed up by the sales/support team. [1]
Customer Feedback & Satisfaction (CSI): Coordinate post-delivery and post-service feedback calls, monitor manufacturer-generated satisfaction surveys, and track CSI scores. [1]
Complaint & Escalation Management: Maintain a case history file for all customer complaints, coordinate technical/service resolutions with workshop heads, and manage high-risk customer recovery plans. [1, 2]
Data Analytics & Reporting: Prepare daily, weekly, and monthly reports on lead conversion ratios, customer retention, churn risk, and CSI standings for senior management. [1, 2]

📌 Customer Relationship Manager Pune
🏢 Maks Group
📍 Pune