Customer Relationship Executive

JOB DETAILS

1. Conduct annual planning and budgeting for the customer relations department (both Sales and Service) in alignment with Royal Enfield India goals and the dealership senior management ensuring complete process adherence laid down by Royal Enfield India.

2. Define customer relationship programs and key initiatives for Sales and Service divisions in association with the dealership senior management to achieve customer satisfaction index at the dealership

3. Track and monitor customer relations initiatives and provide guidance and course corrections to ensure high effectiveness of the CR programs and initiatives

4. As a key owner for all the customer relation processes, ensure seamless integration of customer interactions and information flow across all customer touch points

5. Conduct internal meetings with the customer relations team and senior Sales,Service and Marketing team to create action plans, allocate responsibilities and set internal deadlines for driving key CR initiatives

6. Analyze customer satisfaction levels and define customer specific plans to ensure delight for all current and prospective customers

7. Provide quality feedback and update to the dealership management and the sales team on the overall quality of customer interactions and highlight issues if any

8. Maintain and monitor Sales and Service divisions customer relations department KPIs (including CSI) for business analysis

9. Monitor and own all customer satisfaction process in sales and service, and ensure high performance for the dealership on all customer satisfaction scores

10. Conduct regular reviews of CSI with the Sales and Service senior management and highlight areas of concern and define an overall action plan

11. Monitor the implementation and effectiveness of planned customer specific initiatives

12. Independently engage with customers to take feedback and drive process improvement especially those with low CSI scores

13. Consolidate best practices across the industries around customer delight and drive new and innovative initiatives
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