Customer Relationship Manager

17 hours ago

Kayankulam KL IN Royal Enfield (Roverz Motors) Full time

Job Title Customer Relationship Manager CRM Location Kayamkulam Job Type Full-time Experience 2-5 Years About the Role The Customer Relationship Manager CRM is the primary owner for delivering the complete Royal Enfield customer experience This role focuses on managing customer feedback resolving complaints improving CSI scores and coordinating with Sales Service teams to enhance overall customer satisfaction Key Responsibilities 1 Customer Relationship Management Conduct internal meetings with CRE SME and Sales teams to set targets and action plans for customer satisfaction Provide regular feedback to dealership management on customer interaction quality Monitor Sales Service customer relation KPIs including CSI scores Review CSI reports and define improvement action plans with the concerned teams Engage directly with customers especially those giving low CSI scores to understand issues and improve experience 2 Complaints Management Ensure timely resolution of customer complaints and implement preventive actions Track corrective actions and handle non-conformance cases Close all customer complaints in CRM-DMS with complete documentation and resolution notes 3 Feedback Collection Analysis Monitor daily weekly monthly feedback calls and processes Diagnose root causes behind complaints and assign accountability Discuss customer feedback positive negative in daily sales meetings 4 Lost Case Analysis Analyse lost cases enquiry test ride booking by reason and create recovery plans 5 Generate Service Appointments Monitor SME performance and set calling appointment generation targets Prepare the service marketing dashboard and share it with Service Manager Dealer Principal RECODE Champion Recruitment Profile Qualifications Graduate 2 Industry Preference Automobile 2-5-wheeler preferred Hospitality Finance Insurance Retail Experience 2-5 years total Minimum 1 year in a customer-facing role Profile Requirements Strong leadership and team management experience Deep focus on customer experience and satisfaction Ability to analyse data and generate insights Passion for Royal Enfield and motorcycling is a strong plus Core Competencies People Management Customer Relationship Management Product Knowledge Brand Insights Analytical Thinking Job Types Full-time Permanent Pay 144 000 00 - 216 000 00 per year Benefits Cell phone reimbursement Health insurance Leave encashment Paid sick time Provident Fund

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