Customer Relationship Manager

Jd for CRM

We are seeking a CRM professional to manage and optimize customer relationship processes across sales, service, and marketing functions in the automobile business. The role focuses onlead management, customer lifecycle management, retention, loyalty, and data-driven decision-making using CRM tools.

Key Responsibilities

CRM & Customer Lifecycle Management

Manage end-to-end customer journey from lead generation to vehicle purchase and after-sales service.

Ensure accurate customer data capture across sales, service, and dealership touchpoints.

Monitor and improve customer retention, repeat purchase, and loyalty programs.

Lead Management & Sales Support

Track and manage sales leads from digital, showroom, and field channels.

Ensure timely lead allocation, follow-ups, and closure by sales teams.

Analyze lead conversion ratios and recommend improvements.

CRM System Management

Administer CRM platforms (Salesforce, Zoho, SAP, MS Dynamics, or OEM-specific CRMs).

Ensure data quality, system adoption, and compliance across dealerships.

Coordinate with IT/vendors for enhancements, upgrades, and issue resolution.

Customer Experience & Engagement

Design and execute customer engagement campaigns (test drive follow-ups, service reminders, upgrade offers).

Handle customer feedback, complaints, and escalation processes.

Improve Net Promoter Score (NPS) and customer satisfaction metrics

Analytics & Reporting

Generate CRM dashboards and reports on:

Sales funnel performance

Customer retention & churn

Service follow-ups and TAT

Campaign effectiveness

Share insights with management for strategic decisions.

Dealer & Cross-functional Coordination

Work closely with dealers, sales, service, marketing, and finance teams.

Train dealership staff on CRM usage and best practices.

Ensure OEM CRM guidelines are followed.

Key Skills & Competencies:

Strong understanding of automobile sales & after-sales processes

Hands-on experience with CRM tools

Data analysis and reporting skills

Customer-centric mindset

Excellent communication and coordination skills

Problem-solving and process improvement skills

Qualifications:

Bachelor’s degree in Business, Marketing, IT, or related field

MBA preferred (Marketing / CRM / Operations)

2–6 years of experience in CRM, preferably in the automobile industry

Key KPIs:

Lead conversion rate

Customer retention & repeat sales

NPS / Customer Satisfaction Score

CRM data accuracy & usage rate