JOB DESCRIPTION (JD)

CCM HEAD – CUSTOMER CARE MANAGEMENT

Industry: Four-Wheeler Automobile Dealership
Department: Customer Care Management (CCM)
Designation: CCM Head
Reporting To: Dealer Principal / General Manager / Customer Experience Head
Location: [Dealership Location]

1. JOB PURPOSE

To lead customer care and customer relationship management activities across the automobile dealership, ensuring high customer satisfaction, effective complaint resolution, improved customer retention, and compliance with OEM customer experience standards. The role is responsible for monitoring customer feedback, coordinating with sales and service departments, and implementing initiatives to improve the overall customer ownership experience.

2. KEY RESPONSIBILITIES

A. Customer Satisfaction Management

- Monitor customer satisfaction scores and customer experience metrics prescribed by the OEM.
- Ensure timely follow-up with customers after vehicle sales, servicing, repairs, and delivery.
- Analyse customer feedback, complaints, and dissatisfaction trends.
- Implement corrective and preventive actions to improve customer experience.
- Coordinate with sales, service, body shop, spare parts, and CRM teams to resolve customer issues.
- Ensure customers receive professional communication throughout their dealership interactions.

B. Customer Complaint Management

- Handle escalated complaints related to vehicle sales, service, repairs, billing, delivery delays, warranty, and staff behaviour.
- Investigate customer concerns and coordinate with the responsible department for resolution.
- Ensure complaints are acknowledged, tracked, and closed within prescribed timelines.
- Monitor repeat complaints and identify root causes.
- Escalate critical and unresolved cases to senior management and the OEM, where required.
- Maintain accurate complaint records and closure documentation.

C. Customer Relationship Management (CRM)

- Develop customer engagement and relationship-building initiatives.
- Monitor customer retention, repeat service visits, and customer loyalty.
- Coordinate customer follow-ups for periodic maintenance, missed services, and due services.
- Ensure effective management of customer databases and communication records.
- Implement customer engagement activities, satisfaction surveys, and service reminder campaigns.
- Support initiatives to improve repeat purchases, referrals, and long-term customer relationships.

D. OEM Coordination and Compliance

- Act as the primary coordination point for OEM customer care and customer experience matters.
- Monitor OEM customer satisfaction programmes, customer care portals, and complaint escalation systems.
- Ensure dealership compliance with OEM customer experience standards and processes.
- Coordinate responses to OEM escalations, audits, and customer feedback reports.
- Track customer experience performance against OEM targets.




- Implement corrective action plans for gaps identified through OEM reviews.

E. Customer Feedback and Analysis

- Analyse customer feedback from sales, service, body shop, and other dealership touchpoints.
- Prepare daily, weekly, and monthly customer satisfaction reports.
- Identify recurring complaints and operational gaps affecting customer satisfaction.
- Conduct root-cause analysis and recommend improvements.
- Share customer feedback trends with department heads and senior management.
- Monitor improvement in complaint closure time and customer satisfaction scores.

F. Team Management and Training

- Supervise customer care executives, CRM executives, and customer relationship staff.
- Set individual and team performance targets.
- Train staff on customer handling, telephone etiquette, complaint resolution, and communication.
- Conduct regular performance reviews and team meetings.
- Ensure consistent customer service standards across the dealership.
- Motivate the team to improve customer satisfaction and complaint closure performance.

G. Customer Experience Improvement

- Review customer journeys across vehicle booking, delivery, servicing, repair, and vehicle handover.
- Identify process gaps causing dissatisfaction and recommend corrective measures.
- Coordinate with department heads to improve waiting times, communication, and service delivery.
- Implement customer feedback-based improvement initiatives.
- Monitor customer satisfaction after complaint resolution.
- Support customer retention and loyalty programmes.

H. Reporting and Management Review

- Submit customer satisfaction and complaint status reports to management.
- Track open, pending, escalated, and closed complaints.
- Monitor customer retention and follow-up effectiveness.
- Present root-cause analysis and action plans for major customer issues.
- Review department-wise customer experience performance.
- Recommend process improvements to achieve dealership and OEM targets.

3. KEY PERFORMANCE INDICATORS (KPIs)

KPI

Measurement

Customer satisfaction

OEM-defined CSI / customer experience score

Complaint closure

Percentage of complaints resolved within TAT

Open complaint ageing

Number and age of pending complaints

Customer follow-up

Completion rate against assigned follow-ups

Complaint recurrence

Reduction in repeat complaints

Customer retention

Repeat sales and service retention performance

Customer feedback coverage

Completed feedback responses against eligible customers

Escalation management





Timely closure of OEM and senior management escalations

CRM effectiveness

Effectiveness of due-service and customer engagement campaigns

Team performance

Achievement of individual and departmental targets

Note: KPI definitions, survey methodology, and target levels must follow the applicable OEM and dealership standards.

4. QUALIFICATION AND EXPERIENCE

- Graduate in any discipline; an MBA in Marketing, Customer Relationship Management, or Business Administration is preferred.
- Approximately 5–10 years of experience in automobile dealership operations, customer care, CRM, or customer experience management.
- Prior experience in an authorized four-wheeler dealership is preferred.
- Experience handling OEM customer satisfaction programmes and escalated customer complaints.
- Working knowledge of CRM software, DMS, customer care portals, and MS Excel.
- Experience managing a customer care or CRM team is desirable.

5. REQUIRED SKILLS

- Excellent customer communication and interpersonal skills.
- Complaint handling and conflict resolution.
- Leadership and team management.
- Data analysis and reporting.
- Root-cause analysis and problem-solving.
- Coordination across sales, service, and body shop departments.
- Professional telephone and email etiquette.
- Ability to work under pressure and meet deadlines.

6. AUTHORITY AND ACCOUNTABILITY

The CCM Head is accountable for dealership customer satisfaction performance, complaint resolution, customer relationship management, customer retention initiatives, OEM compliance, and customer experience improvement.

The CCM Head must coordinate with relevant department heads to ensure timely corrective action and escalate unresolved or critical customer concerns to senior management.

7. DAILY REPORTING RESPONSIBILITIES

The CCM Head shall review and report:

- Current customer complaints received.
- Open and pending complaints with ageing.
- Complaints closed within the prescribed turnaround time.
- Critical customer escalations.
- Sales and service customer feedback scores.
- Customer follow-up completion status.
- Repeat complaints and root-cause analysis.
- Customer retention and due-service follow-up status.
- OEM customer care cases and pending responses.
- Corrective action plans and improvement initiatives.

Expected Outcome: Improved customer satisfaction, faster complaint resolution, stronger customer retention, effective OEM coordination, and a consistent customer experience across the dealership.

Recommended reporting structure

The CCM Head should coordinate closely with:

· Sales Manager

· Service Manager

· Body Shop Manager

· CRM and Customer Care Executives

· Dealer Principal / General Manager

Contact HR Department

+91-XXXXXXXXXX - +91 (phone hidden)

Pay: ₹35,000.00 - ₹45,000.00 per month

Benefits:

- Health insurance
- Provident Fund

Work Location: In person

📌 CCM HEAD – CUSTOMER CARE MANAGEMENT (Vellore)
🏢 GANESH CARS PVT.LTD
📍 Vellore