
CRM Manager
1 day ago
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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