CRM Manager

2 days ago

Ludhiana, Punjab, India Novelty Sweets Full time

1. Customer Handling & Communication

  • Manage customer interactions across phone, email, WhatsApp, and dealership visits.
  • Handle inquiries related to sales, service, insurance, accessories, and test drives.
  • Ensure timely responses to customer queries and complaints.
  • Follow up with customers before and after service or vehicle delivery.

2. Customer Experience Management

  • Ensure high-quality customer experience at every touchpoint.
  • Monitor customer satisfaction (CSI) and Net Promoter Score (NPS).
  • Handle dissatisfied customers and ensure quick resolution of issues.
  • Coordinate with sales/service teams to deliver a seamless customer journey.

3. Lead Management

  • Receive, distribute, and track sales leads from multiple sources.
  • Ensure leads are followed up promptly and systematically.
  • Monitor lead conversion, lost sales reasons, and follow-up quality.
  • Coordinate with digital and showroom teams for lead nurturing.

4. Data Management & Reporting

  • Maintain customer data accuracy in the CRM software (DMS/Lead Management System).
  • Generate reports on customer follow-ups, satisfaction scores, and conversions.
  • Track repeat customers, retention, and inactive customers.
  • Analyze feedback and propose improvements.

5. Sales & Service Support

  • Assist the sales team by scheduling test drives, appointments, and customer reminders.
  • Coordinate with the service team for booking services, feedback calls, and vehicle delivery.
  • Follow up for service reminders, insurance renewals, AMC/warranty renewals, etc.

6. Feedback & Complaint Resolution

  • Conduct post-sales and post-service feedback calls.
  • Log complaints and coordinate with concerned departments to ensure resolution.
  • Track complaint closure timelines as per OEM guidelines.

7. Customer Retention Programs

  • Execute loyalty programs, referral programs, and customer engagement activities.
  • Plan and manage customer events—service camps, new launch events, loyalty meets.
  • Ensure high retention rates for service and sales.

8. Coordination with OEM

  • Upload and maintain mandatory reports on OEM portals.
  • Ensure compliance with brand standards for customer handling.
  • Track OEM customer satisfaction surveys and campaign feedback.

Job Types: Full-time, Permanent

Pay: ₹18, ₹35,489.73 per month

Benefits:

  • Health insurance
  • Paid sick time
  • Provident Fund

Work Location: In person

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