Head of Customer Relationship Management

4 weeks ago

Hyderabad, Telangana, India Raam Group Full time

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:

We are seeking a highly customer-centric and quality-driven professional to join RAAM Group as CRM Head – Sales. This role is pivotal in managing the customer experience journey, addressing customer concerns, and driving continuous improvement in SSI (Sales Satisfaction Index) scores. The candidate will be responsible for overseeing and guiding a team of 4 CRM executives to ensure consistent customer satisfaction and operational excellence.

Job Role: CRM Head – Sales (Customer Experience & SSI Focus)

Location: Hyderabad (Banjara hills, Gachibowli, Kukatpally, Kondapur & Attapur)

Experience: Minimum 4 years in CRM or customer experience leadership, preferably in the automobile sector

Work Mode: On-site

Brand: Morris Garages India

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.

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