Customer Relationship Manager

24 hours ago

Cochin, Kerala, India Coastal Star - Mercedes Benz Full time

  1. Leadership and Team Management

  2. Supervise and Direct the Customer Relationship Executive (CRE) team, setting daily/weekly priorities.

  3. Conduct Performance Reviews and Coaching to ensure high standards in communication and service upselling.
  4. Schedule and Allocate CRE resources to optimize customer contact windows and campaign effectiveness.

  5. Establish and Enforce KPIs for call volume, quality assurance, and service booking conversion rates.

  6. Conversion and Performance Analytics

  7. Monitor and Analyze CRE conversion metrics (e.g., service reminder calls to scheduled appointments).

  8. Identify Trends in customer attrition and campaign success data to drive retention strategies.
  9. Generate High-Level Performance Reports for service management detailing CRE team output and its impact on service revenue and volume.

  10. Ensure Data Integrity and maximized utility of the dealership's Customer Relationship Management (CRM) system.

  11. Customer Experience and Retention

  12. Serve as the Escalation Point for complex and unresolved customer service complaints, ensuring prompt and satisfactory resolution.

  13. Develop and Execute proactive customer engagement strategies (e.g., post-service follow-up, loyalty programs).
  14. Drive Continuous Improvement of the dealership's Customer Satisfaction Index (CSI) and Net Promoter Score (NPS) within the service department.
  15. Maintain Compliance with all internal quality standards and manufacturer guidelines for customer interaction.

Job Types: Full-time, Permanent

Pay: ₹30, ₹40,000.00 per month

Benefits:

  • Cell phone reimbursement
  • Health insurance
  • Provident Fund

Work Location: In person

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