Customer Relationship Manager

Job Summary: We are seeking a proactive and customer-focused Customer Relationship Manager (CRM) to join our team in the automobile industry. The CRM will be responsible for managing customer relationships, improving customer retention, and driving loyalty through personalized service and effective communication strategies. The ideal candidate will have experience in customer service, sales support, and CRM tools, preferably within the automotive domain. Key Responsibilities: Manage and maintain the dealership’s/customer database using CRM software (e.g., Salesforce, AutoMate, DMS). Handle customer queries, feedback, and complaints with professionalism and promptness. Monitor and enhance customer satisfaction (CSI scores) across all touchpoints. Oversee the customer journey—from pre-sales to post-sales—including follow-ups, feedback, and service reminders. Coordinate with the sales and service teams to ensure smooth communication and timely updates to customers. Execute and manage customer engagement campaigns (email, SMS, calls, etc.). Analyze customer data to generate insights and reports on customer trends, churn rates, and loyalty programs. Assist in planning and conducting loyalty programs, promotional events, and service camps. Track and improve customer retention metrics and referral conversions. Qualifications & Skills: Bachelor’s degree in Business Administration, Marketing, or related field. 2–5 years of experience in CRM or customer service roles, preferably in the automotive sector. Hands-on experience with CRM tools and dealership management systems (DMS). Strong communication, interpersonal, and problem-solving skills. Ability to multitask and manage time efficiently. Passion for delivering an excellent customer experience. Preferred Qualifications: Knowledge of automobile sales or after-sales processes. Familiarity with platforms like Salesforce, AutoRaptor, DealerSocket, or other automotive CRMs. Proficiency in MS Office (Excel, Word, PowerPoint). Key Performance Indicators (KPIs):Customer Satisfaction Index (CSI) score Customer Retention Rate Number of Repeat Customers Service Follow-up Compliance Customer Complaint Resolution Time