CRM - After Sales

You will be responsible for monthly and quarterly planning of CRM activities with HODs. This includes identifying and controlling relevant drivers, developing measures for continuous retention and improvement of customer satisfaction (CSI), ensuring consistent CRM across divisions and after sales stages, and developing necessary tools for life cycle communication such as direct mailers, brochures, and greetings. Additionally, you will implement customer life cycle communication to increase customer retention and develop action plans for CSI improvement at the dealership. You will also develop countermeasures to eliminate negative feedback from customers, provide feedback to after sales department on customer complaints, capture and monitor customer complaints regularly, conduct root cause analysis of complaints, and implement action plans to minimize complaints. As the one-point contact with customers for all complaints, you will handle dissatisfied customers and be responsible for customer satisfaction. Key Responsibilities: - Monthly and quarterly planning of CRM activities with HODs - Develop and implement measures for continuous retention and improvement of customer satisfaction - Ensure consistent CRM across divisions and after sales stages - Develop tools for life cycle communication - Implement customer life cycle communication for increased retention - Develop action plans for CSI improvement at the dealership - Provide feedback on customer complaints and issues - Capture, record, and monitor customer complaints regularly - Conduct root cause analysis of complaints - Implement action plans to minimize complaints - Handle dissatisfied customers and address complaints effectively Qualifications Required: - Bachelor's degree preferred - 5 years of experience in the automobile industry and CRM preferred - Proficiency in English The company offers benefits including cell phone reimbursement, health insurance, internet reimbursement, leave encashment, and provident fund. The compensation package includes performance bonuses and yearly bonuses. The job is full-time with a day shift schedule in Ludhiana, Punjab. The ability to commute/relocate to Ludhiana, Punjab is preferred. If you are interested, please speak with the employer at +91 9878941946. The application deadline is 15/06/2025.,