CRM Manager

3 days ago

Juhu Beach Mumbai, Maharashtra, India QTONET PRIVATE LIMITED Full time ₹ 5,40,000 - ₹ 7,20,000 per year

About Auto Hangar:

Auto Hangar is one of India's most respected and long-standing luxury automobile dealer groups, representing iconic brands like Mercedes-Benz. With a strong focus on premium customer experience, trust, and innovation, we are looking for a CRM Manager to lead and optimize our customer engagement strategy across digital and physical channels.

Role Overview:

As the CRM Manager, you will be responsible for driving customer relationship strategy, enhancing customer lifecycle journeys, and implementing data-driven campaigns to build long-term engagement, loyalty, and repeat business. This role demands a deep understanding of luxury customer behavior, CRM tools, analytics, and a passion for delivering exceptional customer experiences.

Key Responsibilities: Strategy & Planning:

  • Develop and execute a robust CRM strategy aligned with Auto Hangar's sales and aftersales goals.
  • Create customer segmentation models for personalized marketing and communication.
  • Design automated and manual campaigns for lead nurturing, post-sale engagement, service reminders, feedback collection, and reactivation.

CRM System Management:

  • Manage and optimize the use of the Dealer Management System (DMS) and CRM platforms (e.g., Salesforce, AutoFusion, or Mercedes-Benz proprietary systems).
  • Ensure proper data hygiene, lead tracking, and integration with digital and offline channels.
  • Collaborate with IT and sales teams to improve CRM functionalities and workflows.

Campaign Execution & Communication:

  • Plan and execute email, SMS, WhatsApp, and telecalling campaigns for different customer segments.
  • Collaborate with sales, service, and marketing teams to craft personalized content and offers.
  • Monitor open rates, conversions, and campaign effectiveness to optimize future efforts.

Analytics & Reporting:

  • Analyze customer data to derive insights on behavior, purchase patterns, and satisfaction levels.
  • Track KPIs such as lead response times, customer retention, repeat purchase rates, and campaign ROI.
  • Prepare regular dashboards and reports for senior management.

Customer Experience Focus:

  • Implement post-purchase engagement programs and customer satisfaction initiatives (e.g., NPS, CSAT).
  • Support service teams in retention campaigns, extended warranty renewals, and service reminders.
  • Act as the voice of the customer, identifying pain points and opportunities to enhance the customer journey.

Qualifications:

  • Bachelor's or Master's degree in Marketing, Business, or a related field.
  • 5–8 years of experience in CRM, customer engagement, or loyalty marketing, preferably in automotive, luxury retail, or hospitality.
  • Hands-on experience with CRM platforms like Salesforce, HubSpot, AutoFusion, or similar.
  • Strong analytical mindset with proficiency in Excel, CRM dashboards, and reporting tools.
  • Excellent communication skills and a customer-first attitude.
  • Ability to work in a fast-paced, high-expectation environment.

Preferred:

  • Experience in a luxury automotive dealership environment.
  • Familiarity with Mercedes-Benz CRM standards and systems.
  • Understanding of the customer journey in premium/luxury segments.
  • Proficiency in regional languages (e.g., Marathi, Hindi) along with English.

Job Type: Full-time

Pay: ₹45, ₹50,000.00 per month

Work Location: In person

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