CRM Sales & Service

Objective of Job

CRM is primarily responsible for planning & execution of all the CRM activities to ensure highest level of customer satisfaction and also ensure customer retention.

Qualification on Basics: Any Bachelors degree

Experience (type of): 5 plus years of experience in CRM / Sales / After sales / Marketing etc

Specialized Knowledge:

Sensitive to customer needs and expectations.

Excellent communication and interpersonal skills

Has to have a passion and flare for Customer Relations

Has to have a creative bent of mind, open to new ideas, high level of motivation and commitment towards the brand

Job Designation/Field of Work:

1 CRM Planning:

CRM activities planning for the CY in terms of Budget, activities and resources

Monthly and quarterly planning of CRM activities in consensus with DP, CEOs and HODs

2 Life cycle communication

Define customer life cycle communication in coordination with AL CRM team

Develop necessary tools (DM, brochures, greetings etc) required for life cycle communication

Implement customer life cycle communication to increase customer retention

3 CSI Improvement

Discuss with respective HODs develop an action plan for CSI improvement at the dealership.

Develop and implement a mechanism to capture customer feedback at various stages in sales process (like test drive feedback, feedback on overall sales experience etc)

Capture customer feedback post-delivery through feedback form and analyze the customer feedback

Develop counter measure to eliminate negative feedback from customers in future

Regular updating of Customer Data in DMS

Coordinate with AL CS team and marketing team for CSI surveys.

Provide feedback to sales department on customer complaints or any other issues that may affect Customer satisfaction

4 Complaint Management:

Implement Complaint Management process as defined by AL

Capture, record and monitor customer complaints on regular basis

Conduct root cause analysis of all the complaints

Implement action plan to minimise complaints.

Implement action plan to reduce complaint resolution time