Customer Relationship Manager (Automobile)

AUtomobile Dealeership Experience must

Female Candidate

Experience Candidates

Working Location - Coimbatore - Ramanathapuram

1. Customer Experience ManagementGreet and assist customers visiting the showroom or service center.

• Ensure a smooth, pleasant buying or servicing experience.
• Handle escalations and resolve customer issues promptly.
• Track satisfaction through feedback, surveys, and post-service/buying follow-ups.

2. Lead & Inquiry ManagementManage incoming leads from walk-ins, website, phone calls, social media, and campaigns.

• Assign, monitor, and follow up on leads with the sales team.
• Maintain clean and updated lead data in CRM tools (DMS/CRM software).
• Boost conversion rates through timely follow-ups and customer engagement.

3. Sales Support ResponsibilitiesAssist sales executives with documentation, finance paperwork, and delivery coordination.

• Update customers on booking status, car availability, pricing, and offers.
• Coordinate with finance & insurance (F&I) teams for approvals.
• Handle the vehicle delivery process and ensure a “wow” experience.

4. Service Relationship Management

• Communicate with customers regarding service reminders, appointment scheduling, and progress updates.
• Follow up on repairs, service completion, and satisfaction levels.
• Manage extended warranty, insurance renewals, and AMC (Annual Maintenance Contract) sales.

5. Customer Retention & LoyaltyBuild long-term relationships through continuous engagement.

• Drive repeat sales—new car upgrades, second car programs, referral programs.
• Create and manage loyalty programs, retention campaigns, and events.

6. Complaint Resolution & SLA ComplianceRecord and investigate customer complaints.

• Coordinate with service advisors, technicians, and managers to resolve issues within defined SLA timelines.
• Provide root-cause analysis and take corrective actions.

7. Data & CRM System ManagementMaintain accurate customer information, service history, and interaction logs.

• Prepare reports on lead status, customer satisfaction, and retention metrics.
• Use CRM tools like Salesforce, DMS systems, or brand-specific CRM to track all activities.

8. Coordination with Internal TeamsWork closely with Sales, Service, Body Shop, Parts, Finance & Insurance teams.

• Align customer requirements with operational capabilities.
• Support campaign execution and promotional activities.