Customer Relationship Manager

5 days ago


Kayamkulam, Kerala, India Royal Enfield (Roverz Motors) Full time ₹ 1,44,000 - ₹ 2,16,000 per year

Job Title: Customer Relationship Manager (CRM)

Location: Kayamkulam

Job Type: Full-time

Experience: 2–5 Years

About the Role

The Customer Relationship Manager (CRM) is the primary owner for delivering the complete Royal Enfield customer experience. This role focuses on managing customer feedback, resolving complaints, improving CSI scores, and coordinating with Sales & Service teams to enhance overall customer satisfaction.

Key Responsibilities

1. Customer Relationship Management

  • Conduct internal meetings with CRE, SME, and Sales teams to set targets and action plans for customer satisfaction.
  • Provide regular feedback to dealership management on customer interaction quality.
  • Monitor Sales & Service customer relation KPIs, including CSI scores.
  • Review CSI reports and define improvement action plans with the concerned teams.
  • Engage directly with customers, especially those giving low CSI scores, to understand issues and improve experience.

2. Complaints Management

  • Ensure timely resolution of customer complaints and implement preventive actions.
  • Track corrective actions and handle non-conformance cases.
  • Close all customer complaints in CRM-DMS with complete documentation and resolution notes.

3. Feedback Collection & Analysis

  • Monitor daily/weekly/monthly feedback calls and processes.
  • Diagnose root causes behind complaints and assign accountability.
  • Discuss customer feedback (positive & negative) in daily sales meetings.

4. Lost Case Analysis

  • Analyse lost cases (enquiry, test ride, booking) by reason and create recovery plans.

5. Generate Service Appointments

  • Monitor SME performance and set calling/appointment generation targets.
  • Prepare the service marketing dashboard and share it with Service Manager / Dealer Principal / RECODE Champion.

Recruitment Profile Qualifications

  • Graduate / +2

Industry Preference

  • Automobile (2-5-wheeler preferred)
  • Hospitality
  • Finance / Insurance
  • Retail

Experience

  • 2–5 years total
  • Minimum 1 year in a customer-facing role

Profile Requirements

  • Strong leadership and team management experience
  • Deep focus on customer experience and satisfaction
  • Ability to analyse data and generate insights
  • Passion for Royal Enfield and motorcycling is a strong plus

Core Competencies

  • People Management
  • Customer Relationship Management
  • Product Knowledge & Brand Insights
  • Analytical Thinking

Job Types: Full-time, Permanent

Pay: ₹144, ₹216,000.00 per year

Benefits:

  • Cell phone reimbursement
  • Health insurance
  • Leave encashment
  • Paid sick time
  • Provident Fund

  • Bodyshop Manager

    1 week ago


    Kayamkulam, Kerala, India SS HYUNDAI, ADOOR Full time

    We are hiring Body Shop Manager for Kayamkulam SS HyundaiExperience ; Min 3 Yr ExpContact : Body Shop Manager is a customer-facing role in an automotive repair shop that involves many tasks, including:Customer service: Being the first point of contact for customers, providing guidance on repair processes, and ensuring customer satisfactionAdministration:...

  • HR Manager

    3 days ago


    Kayamkulam, Kerala, India HHYS Inframart Full time ₹ 4,00,000 - ₹ 12,00,000 per year

    Company DescriptionHHYS Inframart, with a century-long legacy since the 1920s, is a trusted provider of construction and infrastructure solutions in Kerala. Renowned for quality and support, HHYS Inframart showcases a vast array of top-brand architectural materials. Our branches are located in Kayamkulam, Kareelakulangara, Chakkuvally and Kollam, making us a...


  • Kayamkulam, Kerala, India enxcl Business Solutions Pvt Ltd Full time

    Experience needed: 2+ yearsJOB DESCRIPTION· Increase profitability of the center by ensuring efficient use of resources, adopting innovative strategies to reduce cost and generating maximum revenue through training and other services.· Responsible for end-to-end student admission cycle.· Evaluates student recruitment techniques by determining the...


  • Kayamkulam, Kerala, India enxcl Business Solutions Full time ₹ 5,00,000 - ₹ 15,00,000 per year

    Key ResponsibilitiesIncrease profitability of the center by ensuring efficient use of resources, adopting innovative strategies to reduce cost and generating maximum revenue through training and other services.Responsible for end-to-end student admission cycle.Evaluates student recruitment techniques by determining the effectiveness each recruitment...

  • Field Executive

    5 days ago


    Kayamkulam, Kerala, India Royal Enfield (Roverz Motors) Full time ₹ 1,44,000 - ₹ 2,16,000 per year

    Job Title: Field ExecutiveLocation: KayamkulamJob Type: Full-timeExperience: 0-3 yearsAbout the RoleThe Field Executive is responsible for planning, executing, and managing all field marketing activities, demo days, and rider events to generate qualified enquiries for the dealership. This role requires strong riding experience, event management skills, and...

  • Sales Consultant

    5 days ago


    Kayamkulam, Kerala, India Royal Enfield (Roverz Motors) Full time ₹ 1,68,000 - ₹ 2,40,000 per year

    Job Title: Sales ConsultantLocation: KayamkulamJob Type: Full-timeExperience: Fresher / ExperiencedAbout the RoleWe are looking for energetic, customer-focused Sales Consultants who are passionate about Royal Enfield motorcycles and can deliver an exceptional purchase experience—from enquiry to delivery.Key Responsibilities1. Brand CommunicationEngage...

  • Placement Officer

    2 weeks ago


    Kayamkulam, Kerala, India 2coms Full time ₹ 5,00,000 - ₹ 15,00,000 per year

    SUMMARY Key ResponsibilitiesEmployer Engagement & Job SourcingIdentify and onboard companies for candidate placement across relevant job roles.Conduct regular employer visits, networking activities, and job fairs.Maintain a database of employers and job openings.Establish long-term relationships with HR/TA managers of partner organizations.Candidate...


  • Kayamkulam, Kerala, India Royal Enfield (Roverz Motors) Full time ₹ 1,20,000 - ₹ 1,44,000 per year

    Job Title: Service Marketing Executive (SME)Location: KayamkulamJob Type: Full-timeExperience: 0-2 yearsAbout the RoleWe are looking for a proactive and customer-focused Service Marketing Executive who will be responsible for generating business for the workshop through service follow-ups, customer engagement, and lost customer activation.Key...

  • Technician

    5 days ago


    Kayamkulam, Kerala, India Royal Enfield (Roverz Motors) Full time ₹ 1,50,000 - ₹ 2,52,000 per year

    Job Title: TechnicianLocation: KaymkulamJob Type: Full-timeExperience: 0–5 YearsAbout the RoleWe are looking for skilled and responsible Technicians who can perform repair, service, and maintenance of Royal Enfield motorcycles while ensuring safety, quality, and customer satisfaction.Key Responsibilities1. Repair & ServiceReview job orders and clarify...


  • Kayamkulam, Kerala, India Sai Service Koothattukulam Full time ₹ 1,44,000 - ₹ 18,00,000 per year

    Daily tracking of vehicles for washings records of washing register.Attending customers for washing complaints during delivery of vehicles.Inventory management of washing material.Washing registers updation on daily basis.Washing quality final inspection.Leave and absenteeism adjustment of washing staff.Daily and weekly register preparation of washing...