Customer Relationship Manager

AUtomobile Dealeership Experience must Female Candidate Experience Candidates Working Location - Coimbatore - Ramanathapuram 1. Customer Experience ManagementGreet and assist customers visiting the showroom or service center. Ensure a smooth, pleasant buying or servicing experience. Handle escalations and resolve customer issues promptly. Track satisfaction through feedback, surveys, and post-service/buying follow-ups. 2. Lead & Inquiry ManagementManage incoming leads from walk-ins, website, phone calls, social media, and campaigns. Assign, monitor, and follow up on leads with the sales team. Maintain clean and updated lead data in CRM tools (DMS/CRM software). Boost conversion rates through timely follow-ups and customer engagement. 3. Sales Support ResponsibilitiesAssist sales executives with documentation, finance paperwork, and delivery coordination. Update customers on booking status, car availability, pricing, and offers. Coordinate with finance & insurance (F&I) teams for approvals. Handle the vehicle delivery process and ensure a “wow” experience. 4. Service Relationship Management Communicate with customers regarding service reminders, appointment scheduling, and progress updates. Follow up on repairs, service completion, and satisfaction levels. Manage extended warranty, insurance renewals, and AMC (Annual Maintenance Contract) sales. 5. Customer Retention & LoyaltyBuild long-term relationships through continuous engagement. Drive repeat sales—new car upgrades, second car programs, referral programs. Create and manage loyalty programs, retention campaigns, and events. 6. Complaint Resolution & SLA ComplianceRecord and investigate customer complaints. Coordinate with service advisors, technicians, and managers to resolve issues within defined SLA timelines. Provide root-cause analysis and take corrective actions. 7. Data & CRM System ManagementMaintain accurate customer information, service history, and interaction logs. Prepare reports on lead status, customer satisfaction, and retention metrics. Use CRM tools like Salesforce, DMS systems, or brand-specific CRM to track all activities. 8. Coordination with Internal TeamsWork closely with Sales, Service, Body Shop, Parts, Finance & Insurance teams. Align customer requirements with operational capabilities. Support campaign execution and promotional activities.