Customer Relationship Manager

CRM – Roles & Responsibilities (VFM Honda BigWing)

1. Customer Engagement & Relationship Building

• Act as the first point of contact for customers across all touchpoints.

• Build strong, long-term relationships with customers (new & existing).

• Maintain regular follow-ups with prospects and existing customers.

• Understand customer needs and personalize engagement accordingly.

• Ensure high service satisfaction and positive brand experience.

2. Lead Management & Conversion

• Capture and update customer leads from various sources (walk-ins, calls, digital campaigns, referrals).

• Prioritize and qualify leads based on interest and purchase readiness.

• Ensure timely follow-ups (calls, SMS, WhatsApp, email).

• Convert leads into showroom visits and sales opportunities.

• Track conversion rates and identify opportunities for improvement.

3. Customer Data Management

• Maintain updated and accurate CRM records for all customers.

• Log interactions, preferences, purchase history, and follow-ups.

• Segment customers for targeted communication (e.g., service reminders, promotions).

• Ensure data integrity and confidentiality.

4. Communication & Follow-Up

• Communicate regularly with customers via:

  • Phone calls

  • WhatsApp

  • SMS

  • Emails

• Share updates related to product launches, test-ride confirmations, offers, and service schedules.

• Provide proactive updates on delivery timelines and documentation requirements.

5. Test-Ride & Showroom Experience

• Schedule and confirm test-rides with prospects.

• Ensure smooth and enjoyable showroom visits.

• Collect feedback post test-ride or visit.

• Escalate customer inputs or concerns to relevant teams.

6. Customer Feedback & Satisfaction

• Conduct post-purchase and post-service feedback calls.

• Measure Customer Satisfaction (CSAT) and Net Promoter Score (NPS) if applicable.

• Identify pain points and recommend improvements.

• Work with service and sales teams to resolve issues quickly.

7. Reporting & Dashboard Management

• Prepare daily/weekly CRM reports, including:

  • Lead status

  • Follow-ups done

  • Conversions

  • Customer feedback trends

• Highlight areas of opportunity or concern.

• Present insights to sales and management teams.

8. Coordinating with Sales & Service Teams

• Work closely with Sales Executives to convert leads into orders.

• Align with Service Advisors / Service Team for service reminders and satisfaction.

• Share customer insights to shape promotional strategies.

9. After Sales Support

• Be a customer touchpoint beyond purchase.

• Follow up on deliveries, accessories feedback, and service experiences.

• Manage warranty, recalls, and service campaigns.

• Encourage regular servicing for better customer retention.

10. CRM System Administration

• Ensure proper usage of CRM software (e.g., DMS/CRM tools).

• Train users (if required) on CRM best practices.

• Monitor system hygiene (no duplicate or incomplete entries).

• Suggest system improvements based on field needs.

Key Success Metrics

✔ Lead follow-up rate
✔ Lead-to-order conversion ratio
✔ Customer satisfaction (feedback scores)
✔ Number of repeat customers
✔ Test-ride to order conversion
✔ CRM data accuracy
✔ Turnaround time for customer responses

• It is a Full Time Customer Support / TeleCaller job for candidates with 1 - 6+ years Experience.