Customer Relations Supervisor

Job Title: Customer Relations Supervisor

Industry: Automobile (Premium Car Segment – Mercedes-Benz)

Location: Remote (Managing Dubai & Abu Dhabi Branches)

Experience Required: 4–6 years in Automobile Customer Relations / CRM Operations

Reporting To: Sizcom Management

Role Objective

To lead and oversee all customer relationship management activities and ensure smooth functioning across both Dubai and Abu Dhabi branches. The role involves leading and managing the team remotely, ensuring superior customer satisfaction, maintaining consistent data accuracy in CRM, and promoting the effective use of digital tools. The supervisor will enforce CRM policies and SOPs, drive customer retention, conversion, and business growth, and provide management with actionable insights for continuous improvement in the Customer Relationship Department

Key Responsibilities

1. CRM & Data Management

• Ensure all customer data, inquiries, and service feedback are updated accurately and promptly in the CRM system.
• Conduct regular CRM audits for both branches to maintain 100% data integrity.
• Identify process gaps in CRM usage and recommend improvements for better lead management and reporting.
• Weekly, Monthly Reports

2. Customer Satisfaction & Retention

• Coordinate with branches & ensure timely resolution of customer complaints with proper root cause identification and preventive actions.
• Monitor post-service follow-ups, feedback calls, and closure of customer concerns.
• Drive initiatives to improve Customer Satisfaction Index (CSI) and Net Promoter Score (NPS).
• Implement customer loyalty and retention programs for existing clients.

3. Team Management

• Supervise, train, and evaluate the performance of Customer Relations Executives (CREs).
• Conduct daily and weekly meetings to review CRM updates and monitor key performance parameters.
• Set and monitor individual KPIs for each CRE in alignment with overall company objectives & prepare weekly monthly performance reports for Management
• Prepare and execute Performance improvement plans for under performing staffs, Training and coaching for the best results

4. Business Growth & Lead Conversion

• Track new leads generated through service promotions, referrals, and digital channels.
• Coordinate with branch teams to convert leads into actual service visits.
• Support marketing campaigns and measure their effectiveness through CRM data and customer response rates.
• Monitor Service reminder activity, existing customer retention, conversion of service leads to appointments, appointment reconfirmations, rescheduling, appointment-to-visit conversion, pending follow-ups, and implementation of new initiatives
• Ensure yearly business growth (Vehicle No's) as per industry standards and Company goals

5. Reporting & Analytics

• Prepare daily, weekly, and monthly performance reports covering customer feedback, complaints, and lead conversions.
• Present CRM analytics to management, highlighting key trends, customer concerns, and recommended improvement actions.
• Provide regular feedback, inputs, and insights to support continuous enhancement of processes. Develop strategies for business growth, customer retention, conversion rates, and overall customer satisfaction.

6. Cross-Branch Coordination

• Ensure service standards, consistency in customer handling procedures, Process, Policies, Documentation across Dubai and Abu Dhabi branches.
• Act as the single point of contact for management on all CRM and customer relation activities.
• Manage CRM operations and team responsibilities during the absence of team members.
• Ensure that non-working hours leads are properly addressed within the defined SLA through effective utilization of digital tools.
• Ensure Data security and compliance with company & regulatory requirements
• Conduct remote audits of CRM operations in Branches and highlight area of concern

Required Skills & Competencies

• Strong knowledge of automobile service operations and customer handling
• Hands-on experience with any Automotive Manufacturer DMS – GDMS - CRM systems
• Strong analytical skill for Data analysis & Measuring gaps
• Excellent communication skills (English essential; Arabic added advantage)
• Leadership and team management capability
• Data-driven mindset with attention to accuracy and process discipline
• Ability to work remotely while managing multiple locations effectively

Education & Qualification

• Bachelor's Degree (preferred in Business Administration / Marketing / Automobile Engineering)
• Certification in Customer Relations or CRM tools is an added advantage

Work Conditions

• Working Days: Monday to Saturday
• Timings: 8:00 AM – 7:00 PM (UAE Time, Remote Coordination)
• Weekly Off: Sunday
• Mode: Remote (Online coordination with both branches)

Job Type: Full-time

Pay: ₹20, ₹30,000.00 per month

Work Location: In person