CRM Manager

1. Customer Handling & Communication

• Manage customer interactions across phone, email, WhatsApp, and dealership visits.
• Handle inquiries related to sales, service, insurance, accessories, and test drives.
• Ensure timely responses to customer queries and complaints.
• Follow up with customers before and after service or vehicle delivery.

2. Customer Experience Management

• Ensure high-quality customer experience at every touchpoint.
• Monitor customer satisfaction (CSI) and Net Promoter Score (NPS).
• Handle dissatisfied customers and ensure quick resolution of issues.
• Coordinate with sales/service teams to deliver a seamless customer journey.

3. Lead Management

• Receive, distribute, and track sales leads from multiple sources.
• Ensure leads are followed up promptly and systematically.
• Monitor lead conversion, lost sales reasons, and follow-up quality.
• Coordinate with digital and showroom teams for lead nurturing.

4. Data Management & Reporting

• Maintain customer data accuracy in the CRM software (DMS/Lead Management System).
• Generate reports on customer follow-ups, satisfaction scores, and conversions.
• Track repeat customers, retention, and inactive customers.
• Analyze feedback and propose improvements.

5. Sales & Service Support

• Assist the sales team by scheduling test drives, appointments, and customer reminders.
• Coordinate with the service team for booking services, feedback calls, and vehicle delivery.
• Follow up for service reminders, insurance renewals, AMC/warranty renewals, etc.

6. Feedback & Complaint Resolution

• Conduct post-sales and post-service feedback calls.
• Log complaints and coordinate with concerned departments to ensure resolution.
• Track complaint closure timelines as per OEM guidelines.

7. Customer Retention Programs

• Execute loyalty programs, referral programs, and customer engagement activities.
• Plan and manage customer events—service camps, new launch events, loyalty meets.
• Ensure high retention rates for service and sales.

8. Coordination with OEM

• Upload and maintain mandatory reports on OEM portals.
• Ensure compliance with brand standards for customer handling.
• Track OEM customer satisfaction surveys and campaign feedback.

Job Types: Full-time, Permanent

Pay: ₹18,029.32 - ₹35,489.73 per month

Benefits:

• Health insurance
• Paid sick time
• Provident Fund

Work Location: In person