Customer Relationship Manager

Job Title: Senior CRM Executive / CRM Lead

Department: Sales & Customer Experience
Brand: VFM Honda BigWing
Experience: 5+ Years in Two-Wheeler / Premium Automotive Industry
Location: VFM Honda BigWing Showroom

Role Purpose

The Senior CRM Executive at VFM Honda BigWing is responsible for end-to-end customer lifecycle management, driving premium customer experience, improving conversion, retention, and referrals, and ensuring strict CRM compliance as per Honda BigWing standards. The role also involves mentoring junior CRM staff and acting as a bridge between Sales, Service, and Management.

Key Roles & Responsibilities

Customer Lifecycle & Relationship Management

• Manage complete customer journey: enquiry → booking → delivery → post-sales engagement

• Ensure personalized, high-touch BigWing customer experience

• Build long-term relationships with premium motorcycle customers

Lead Management & Conversion Support

• Oversee walk-in, digital, corporate, and referral leads

• Ensure 100% lead capture and follow-up discipline in CRM

• Support sales team to improve enquiry-to-booking conversion

Booking, Delivery & Coordination

• Track booking status, documentation, and delivery timelines

• Coordinate with Sales, Finance, Insurance, RTO, Stock, and Service teams

• Ensure flawless premium delivery experience as per BigWing SOP

Post-Sales Experience & Retention

• Drive post-delivery follow-ups (Day 1 / 7 / 30 / 90)

• Handle escalations and customer concerns with ownership mindset

• Increase repeat purchases, referrals, and riding community engagement

CRM Analytics, Reporting & Audit

• Monitor CRM dashboards and conversion reports

• Ensure data accuracy and compliance with Honda BigWing audits

• Present MIS reports to dealership management

Process Improvement & Team Mentoring

• Train and guide Junior CRM / CRE staff

• Implement process improvements to enhance customer satisfaction

• Coordinate BigWing events, rides, and customer engagement programs

Key Performance Indicators (KPIs)

• Enquiry response & follow-up adherence

• Conversion ratio improvement

• Customer Satisfaction Score (CSAT)

• Repeat & referral business

• CRM data accuracy & audit scores

Eligibility Criteria

• Graduate / MBA preferred

• 5+ years experience in two-wheeler or premium automotive CRM

• Strong English communication & customer handling skills

• Proven experience in CRM systems, MIS & process audits

• Passion for premium motorcycles and customer experience

Why This Role at VFM Honda BigWing

• Leadership exposure in a premium motorcycle brand

• Direct involvement in BigWing community & events

• Performance-linked growth opportunities

• Strong process-driven CRM environment

• It is a Full Time Customer Support / TeleCaller job for candidates with 5 - 6+ years Experience.