Customer Relationship Manager (CRM)

Job Title: Customer Relationship Manager (CRM)

Location: Kayamkulam
Job Type: Full-time
Experience: 2–5 Years

About the Role

The Customer Relationship Manager (CRM) is the primary owner for delivering the complete Royal Enfield customer experience. This role focuses on managing customer feedback, resolving complaints, improving CSI scores, and coordinating with Sales & Service teams to enhance overall customer satisfaction.

Key Responsibilities

1️. Customer Relationship Management

• Conduct internal meetings with CRE, SME, and Sales teams to set targets and action plans for customer satisfaction.
• Provide regular feedback to dealership management on customer interaction quality.
• Monitor Sales & Service customer relation KPIs, including CSI scores.
• Review CSI reports and define improvement action plans with the concerned teams.
• Engage directly with customers, especially those giving low CSI scores, to understand issues and improve experience.

2️. Complaints Management

• Ensure timely resolution of customer complaints and implement preventive actions.
• Track corrective actions and handle non-conformance cases.
• Close all customer complaints in CRM-DMS with complete documentation and resolution notes.

3️. Feedback Collection & Analysis

• Monitor daily/weekly/monthly feedback calls and processes.
• Diagnose root causes behind complaints and assign accountability.
• Discuss customer feedback (positive & negative) in daily sales meetings.

4️. Lost Case Analysis

• Analyse lost cases (enquiry, test ride, booking) by reason and create recovery plans.

5️. Generate Service Appointments

• Monitor SME performance and set calling/appointment generation targets.
• Prepare the service marketing dashboard and share it with Service Manager / Dealer Principal / RECODE Champion.

Recruitment Profile Qualifications

• Graduate / +2

Industry Preference

• Automobile (2-5-wheeler preferred)
• Hospitality
• Finance / Insurance
• Retail

Experience

• 2–5 years total
• Minimum 1 year in a customer-facing role

Profile Requirements

• Strong leadership and team management experience
• Deep focus on customer experience and satisfaction
• Ability to analyse data and generate insights
• Passion for Royal Enfield and motorcycling is a strong plus

Core Competencies

• People Management
• Customer Relationship Management
• Product Knowledge & Brand Insights
• Analytical Thinking

Job Types: Full-time, Permanent

Pay: ₹144,000.00 - ₹216,000.00 per year

Benefits:

• Cell phone reimbursement
• Health insurance
• Leave encashment
• Paid sick time
• Provident Fund