Customer Relationship Manager

7 days ago

Pune, Maharashtra, India B.Uri Motors Pvt. Ltd. Full time
Job Description

B.Uri Motors Pvt. Ltd. is seeking a highly skilled Customer Relationship Manager to join our team. As a key member of our organization, you will be responsible for planning and executing all CRM activities to ensure the highest level of customer satisfaction and retention.

Key Responsibilities:
  1. Plan and execute CRM activities for the current year, including budgeting, activities, and resource allocation.
  2. Develop and implement measures to maintain customer relations, with a focus on continuous retention and improvement of customer satisfaction (CSI).
  3. Ensure consistent customer relations management across divisions and after-sales stages.
  4. Develop necessary tools for life cycle communication, including direct mailers, brochures, and greetings.
  5. Implement customer life cycle communication to increase customer retention.
  6. Discuss CSI improvement plans with HODs and develop action plans for dealership-level CSI improvement.
  7. Develop countermeasures to eliminate negative feedback from customers.
  8. Coordinate with MB India CRM team and after-sales marketing team for CSI surveys.
  9. Provide feedback to the after-sales department on customer complaints or issues affecting customer satisfaction.
  10. Capture, record, and monitor customer complaints on a regular basis.
  11. Conduct root cause analysis of all complaints from all sources.
  12. Implement action plans to minimize complaints.
  13. Act as a single point of contact for all customer complaints.
  14. Handle dissatisfied customers who have raised complaints through all sources.
  15. Coordinate with sales and after-sales department HODs, Dealer Principal for closure of all after-sales complaints within the set timeline.
Requirements
  • Qualification & Experience: Graduate in Engineering/Commerce/Arts. 5-6 years of experience in the Luxury automobile retail market.
Skills
  • Excellent communication skills with a professional English accent.
  • Aware of basic calling etiquettes and the right attitude to provide required information/help to customers.
  • Listen carefully, identify the underline meaning, and real demands.
  • Talk clearly in the language that the customer will understand and avoids using jargons.
  • Interpersonal & Social competence: Relate to the customer's needs and options, handle objections and overcome rejections, balance personal involvement and professional distance, high self-esteem, and controlled and focused even in stressful situations.
  • Method & process competence: Understand customer life cycle management and related functionalities in DMS, keep a continuous update of customer data, and record the same.
  • Specialist competence: Understand business management co-relation, e.g., Customer satisfaction, root cause analysis, responsible to a large extent for CSI, expert in implementing Customer Relationship Strategy, facilitator between the needs of the customer and the company.
Benefits
  • Statutory Benefit
  • Accidental Policy
  • Good Incentive

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