Head of Customer Relationship Management

About Company:

RAAM Group is an auto retail organization based out of Hyderabad with over $200 Mn in annual turnover along with interests in real estate, construction, and consumer retail. We are proud channel partners for leading automobile companies such as Mercedes-Benz, MG Motor, Honda, Ather, Alti Green & Tata.

We have our footprint across Telangana, Andhra Pradesh, Karnataka & Maharashtra with a team size of over 2000 people.

Job Summary:

CRM Head – Sales

Job Role:

Location:

Experience:

Work Mode:

Brand

Roles and Responsibilities:

• Own and improve the end-to-end customer experience journey from booking to delivery.

• Manage a team of 4 CRM executives and ensure their performance, training, and development.

• Resolve customer complaints effectively and within stipulated timelines, ensuring zero escalations.

• Drive improvements in SSI (Sales Satisfaction Index) scores through structured customer engagement and feedback resolution.

• Track, analyze, and report SSI data; implement action plans based on findings.

• Ensure timely post-delivery customer follow-ups and documentation compliance.

• Conduct regular audits of customer touchpoints and process adherence.

• Coordinate with sales, service, accounts, and delivery teams to eliminate friction points in the customer journey.

• Implement and manage customer delight initiatives to foster loyalty and referrals.

• Prepare weekly dashboards and monthly reviews covering CRM KPIs, SSI metrics, and customer feedback.

Required Skills and Qualifications:

• Bachelor’s degree in Business Administration, Customer Service, or related field.

• Minimum 4 years of relevant experience, preferably in an auto dealership CRM or customer experience function.

• Proven team management skills, ideally having led a team of CRM executives.

• Deep understanding of SSI score methodology and customer satisfaction strategies.

• Strong interpersonal and problem-solving skills with a customer-first mindset.

• Proficiency in CRM software, Google Sheets/Excel, and dealership management systems.

• Ability to manage pressure, drive ownership among team members, and resolve conflicts effectively.