Customer Relationship Manager

Key Responsibilities

• Database Management & Retention:
• Maintain and update the customer database with vehicle details, tyre sizes, purchase dates, and current mileage.
• Run automated or manual reminder campaigns for tyre rotation, wheel alignment, and wheel balancing schedules (usually every 5,000 to 10,000 km).
• Identify and target customers due for tyre replacements based on past purchase timelines.
• Customer Feedback & Escalations:
• Conduct post-service follow-up calls to take feedback on tyre fitment, alignment accuracy, and staff behavior.
• Act as the first point of contact for customer complaints, technical issues, or tyre warranty claims, coordinating directly with tyre manufacturers for inspections.
• Loyalty & Marketing Campaigns:
• Execute promotional campaigns, seasonal safety checks, and festival offers via SMS, WhatsApp, or email.
• Oversee loyalty point systems, referral programs, and corporate tie-ups to increase footfall.
• Front-Desk Support & Upselling:
• Assist the counter sales team during peak hours by greeting walk-ins and logging customer details into the CRM software.
• Educate customers on extended tyre warranties, road hazard protection plans, and value-added services (like nitrogen inflation or alignment packages).