कस्टमर रिलेशनशिप मैनेजर

Customer Relationship Manager (CRM)

The Customer Relationship Manager – Service is responsible for managing and strengthening customer relationships throughout the after-sales journey. The role focuses on service retention, appointment generation, customer follow-up, CSI/NPS improvement, complaint resolution, service reminders, customer communication and customer loyalty. The CRM will act as an important link between customers and the Service Department to ensure timely communication, excellent service experience and increased repeat service business.

Key Responsibilities

· Manage relationships with existing and high-value service customers through timely pre-service, during-service, and post-service communication.

· Generate and confirm service appointments through calls, CRM, WhatsApp, SMS, and other approved channels.

· Conduct service reminder and periodic maintenance calls, follow up on missed/cancelled appointments, and improve appointment conversion and workshop utilization.

· Verify and update customer and vehicle details, mobile numbers, email IDs, and service history in CRM/DMS.

· Conduct post-service calls, capture customer feedback, identify unresolved concerns, and coordinate resolution with Service Advisors/Service Managers.

· Receive, record, track, and close customer complaints within defined TAT; escalate critical or unresolved cases.

· Monitor CSI, NPS, customer satisfaction, complaint trends, and recovery actions, with proactive follow-up for dissatisfied customers.

· Drive customer retention, repeat service visits, win-back campaigns, and service loyalty by engaging inactive and lost customers.

· Execute calling campaigns as per dealership/OEM calendar and maintain accurate calling and appointment MIS.

· Ensure effective customer communication through phone, WhatsApp, SMS, email, and CRM while maintaining data confidentiality.

· Follow staggered appointment systems and prioritize vehicles based on appointment, walk-in, first service, periodic service, repeat repair, etc.

· Coordinate pick-up and drop, including seamless communication between customers and drivers.

· Support service camps, customer clinics, and customer engagement activities.

· Monitor concern root-cause analysis, quality and TAT of complaint closure, and ensure customer commitments are communicated to concerned departments.

· Follow up on delayed vehicle deliveries and unresolved service concerns and support Service Advisors in handling difficult or dissatisfied customers.

· Maintain accurate customer experience, calling, appointment, complaint, retention, and follow-up reports for management review.

Required Skills

· Excellent customer relationship and communication skills.

· Strong telephone etiquette.

· Complaint handling and conflict-resolution skills.

· Good knowledge of automobile service processes.

· CRM/DMS knowledge.

· Good MS Excel and MIS skills.

· Strong follow-up and coordination ability.

· Customer retention and appointment-generation skills.

· Ability to handle difficult customers professionally.

· Good analytical and reporting skills.

Educational Qualification

· Graduate in any discipline.

· MBA/PGDM in Marketing, Customer Relationship Management or Sales will be an advantage.

Experience

Experience: 3–6 years of experience in CRM, customer relationship management, automobile dealership, service operations, hospitality, banking or similar customer-facing functions. Experience in an automobile dealership's Service/After-Sales Department.

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