Customer Relation Manager

We are looking for an experienced Customer Relationship Manager to manage customer relationships, improve customer satisfaction, ensure timely complaint resolution, and strengthen customer retention for our commercial vehicle dealership. The candidate will be responsible for leading CRM activities, coordinating with sales and service teams, and ensuring a positive customer experience throughout the customer journey.

Key Responsibilities

• Manage overall customer relationship activities for the dealership.
• Develop and implement customer satisfaction and retention strategies.
• Monitor customer feedback, complaints, and escalations, ensuring timely resolution.
• Coordinate with Sales, Service, Spare Parts, and other departments to address customer concerns.
• Monitor customer satisfaction scores, service quality, and customer experience.
• Ensure timely follow-up with customers after vehicle delivery and service visits.
• Oversee customer complaint tracking and maintain proper records in CRM software.
• Monitor service reminders, repeat visits, customer retention, and lost-customer follow-ups.
• Handle escalated customer complaints professionally and ensure customer satisfaction.
• Prepare and submit daily, weekly, and monthly CRM performance reports to management.
• Conduct customer satisfaction surveys and analyse feedback to identify areas for improvement.
• Ensure compliance with Tata Motors customer relationship and CRM processes.
• Guide and monitor CRM executives and ensure effective customer communication.
• Support customer engagement initiatives, loyalty programmes, and customer retention activities.

Educational Qualification

• Graduate in any discipline.
• Degree or diploma in Automobile/Mechanical Engineering or Business Administration is an added advantage.

Required Experience

• Previous experience in a Customer Relationship Manager or CRM role in the automobile industry.
• Experience in a commercial vehicle dealership, particularly in service operations, is preferred.
• Knowledge of commercial vehicle service processes and customer complaint management is an advantage.
• Experience in team coordination, customer escalation handling, and CRM reporting.

Required Skills

• Excellent communication and interpersonal skills.
• Strong customer-handling and complaint-resolution abilities.
• Leadership and team management skills.
• Good analytical, reporting, and problem-solving skills.
• Proficiency in MS Office, Excel, and CRM software.
• Ability to coordinate effectively with multiple departments.
• Strong focus on customer satisfaction and retention.

Preferred Candidate: Candidates with experience in Customer Relationship Management in a commercial automobile dealership, preferably Tata Motors commercial vehicles.

Pay: ₹12,000.00 - ₹40,000.00 per month

Benefits:

• Commuter assistance
• Health insurance
• Provident Fund

Work Location: In person