Customer Relationship Manager

Jd for CRM We are seeking a CRM professional to manage and optimize customer relationship processes across sales, service, and marketing functions in the automobile business. The role focuses onlead management, customer lifecycle management, retention, loyalty, and data-driven decision-making using CRM tools. Key Responsibilities CRM & Customer Lifecycle Management Manage end-to-end customer journey from lead generation to vehicle purchase and after-sales service. Ensure accurate customer data capture across sales, service, and dealership touchpoints. Monitor and improve customer retention, repeat purchase, and loyalty programs. Lead Management & Sales Support Track and manage sales leads from digital, showroom, and field channels. Ensure timely lead allocation, follow-ups, and closure by sales teams. Analyze lead conversion ratios and recommend improvements. CRM System Management Administer CRM platforms (Salesforce, Zoho, SAP, MS Dynamics, or OEM-specific CRMs). Ensure data quality, system adoption, and compliance across dealerships. Coordinate with IT/vendors for enhancements, upgrades, and issue resolution. Customer Experience & Engagement Design and execute customer engagement campaigns (test drive follow-ups, service reminders, upgrade offers). Handle customer feedback, complaints, and escalation processes. Improve Net Promoter Score (NPS) and customer satisfaction metrics Analytics & Reporting Generate CRM dashboards and reports on: Sales funnel performance Customer retention & churn Service follow-ups and TAT Campaign effectiveness Share insights with management for strategic decisions. Dealer & Cross-functional Coordination Work closely with dealers, sales, service, marketing, and finance teams. Train dealership staff on CRM usage and best practices. Ensure OEM CRM guidelines are followed. Key Skills & Competencies: Strong understanding of automobile sales & after-sales processes Hands-on experience with CRM tools Data analysis and reporting skills Customer-centric mindset Excellent communication and coordination skills Problem-solving and process improvement skills Qualifications: Bachelor’s degree in Business, Marketing, IT, or related field MBA preferred (Marketing / CRM / Operations) 2–6 years of experience in CRM, preferably in the automobile industry Key KPIs: Lead conversion rate Customer retention & repeat sales NPS / Customer Satisfaction Score CRM data accuracy & usage rate