Customer Relationship Manager (CRM)

Here’s a complete and professionally written Job Description for CRM Manager / CRM Executive, customized for your dealership group — Sahil Automobiles (Hyundai | Honda RedWing | Honda BigWing).
This version balances all your dealership operations: sales, service, and customer experience.

Job Title: CRM (Customer Relationship Manager / Executive)

Department: Customer Relations / Sales & Service Support
Company: Sahil Automobiles (Hyundai | Honda RedWing | Honda BigWing)
Location: Darbhanga , Bihar
Reports To: Sales Manager / General Manager / Dealer Principal

Job Summary

The CRM Executive/Manager is responsible for ensuring 100% customer satisfaction throughout the sales and service journey. The role involves handling customer interactions, maintaining follow-up systems, managing feedback, monitoring DMS/CRM data, and supporting management in improving CSI (Customer Satisfaction Index) and retention.

Key Responsibilities1. Customer Interaction & Retention

• Contact all new customers post-delivery to ensure satisfaction and gather feedback.
• Follow up with customers for insurance renewal, free service reminders, AMC renewals, and accessories promotions.
• Handle customer concerns politely and ensure quick resolution through coordination with service and sales teams.
• Maintain long-term relations to encourage referrals and repeat purchases.

2. Sales & Service Coordination

• Track all enquiries, bookings, and deliveries to ensure smooth communication.
• Coordinate with Service Advisors for vehicle service follow-ups and feedback calls.
• Remind customers about upcoming due services, free services, and campaigns.
• Ensure proper data entry and follow-up tracking in DMS or Google Sheets.

3. Feedback & Complaint Management

• Record all complaints received via calls, WhatsApp, or walk-ins.
• Escalate unresolved issues to Sales or Service Manager promptly.
• Maintain a daily complaint tracker and follow closure within TAT (Turnaround Time).
• Prepare monthly feedback reports and share improvement suggestions.

4. Database Management

• Update and maintain accurate customer data (name, contact, vehicle details, next service date, etc.).
• Ensure all leads and interactions are recorded in CRM / DMS system.
• Track lost customers and follow up for reactivation or retention.

5. Reporting & Analysis

• Prepare daily, weekly, and monthly MIS reports on customer follow-ups, feedback, and CSI performance.
• Analyze customer satisfaction trends and report recurring issues.
• Support the management team in preparing data for OEM audits or review meetings.

Skills & Qualifications

• Graduate in any discipline (MBA / BBA preferred).
• Minimum 1–3 years of experience in customer relationship or call center operations (Automobile experience preferred).
• Good communication skills in Hindi & English (Maithili a plus).
• Basic computer skills – Excel, Google Sheets, DMS/CRM handling.
• Pleasant personality, patience, and customer-first attitude.

Salary & Benefits

• Fixed Salary + Performance Incentives based on CSI and Follow-up Efficiency.
• Company SIM Card / Conveyance Allowance (as per policy).
• Attractive growth and learning opportunities within Sahil Automobiles Group.

Performance KPIs

• Customer Follow-up Compliance %
• Complaint Resolution Time (within 24–48 hrs)
• Customer Satisfaction Score (CSI)
• Insurance Renewal / AMC Renewal %
• Referral / Repeat Purchase Rate

Job Types: Full-time, Permanent

Pay: ₹112,000.00 per year

Benefits:

• Health insurance
• Provident Fund

Work Location: In person