Sales Customer Relationship Manager

Key Responsibilities:

• Customer Journey Mapping: Design, implement, and monitor the end-to-end customer experience strategy for both sales and service departments.

• Feedback & Escalation Management: Overlook the customer grievance redressal system, ensuring swift, empathetic, and definitive resolution of escalated issues.

• CSI & SSI Improvement: Analyze Customer Satisfaction Index (CSI) and Sales Satisfaction Index (SSI) scores, identify gaps, and implement corrective action plans.

• Team Leadership: Train, mentor, and monitor the performance of the CRM/Customer Relation team to ensure compliance with brand standards.

• Data Analysis & Reporting: Regularly track VOC (Voice of Customer) metrics, prepare performance reports for senior management, and propose retention strategies.

• OEM Coordination: Liaise with the Automobile OEM team regarding customer satisfaction audits, guidelines, and compliance metrics.

Requirements & Qualifications:

• Education: Bachelor’s degree in Business Administration, Marketing, Hospitality, or a related field (MBA is a plus).

• Experience: Minimum [4-5] years of experience in Customer Relationship Management (CRM) or Customer Experience (CX) specifically within the Automobile Dealership / OEM industry.

• Skills:

• Excellent communication, negotiation, and interpersonal skills (English, Hindi, and regional language like Gujarati is a major plus).

• Strong analytical skills with proficiency in MS Excel / Google Sheets for data tracking and reporting.

• Familiarity with Automobile CRM software and Dealer Management Systems (DMS).

• Problem-solving mindset with the ability to handle high-pressure customer situations calmly.

What We Offer:

• Competitive salary and performance-linked incentives.

• A professional and growth-oriented work environment.

• Opportunities to work closely with top-tier automotive brand standards.

• It is a Full Time Sales / Business Development job for candidates with 4 - 6 years of experience.