Customer Relationship Manager

Job Description – Customer Relationship Manager (CRM)

Department: Service

Location: Kings Royal Riders (Royal Enfield)

Position: Customer Relationship Manager (CRM)

About Kings Royal Riders

Kings Royal Riders is one of the leading Royal Enfield dealership networks with a strong presence and a reputation built over years of dedicated service excellence. With a customer-first approach, Kings Royal Riders consistently ranks among the top-performing dealerships in India. Our service team plays a crucial role in ensuring that every Royal Enfield rider receives a premium ownership experience.

Role Overview

The Customer Relationship Manager (CRM) will be responsible for managing customer interactions, improving customer satisfaction, maintaining long-term relationships, and ensuring smooth coordination between customers and the service team. This role demands excellent communication skills, customer-handling capabilities, data management, and a proactive customer service approach.

Key Responsibilities

1. Customer Handling & SupportWelcome customers at the service reception and assist them with service-related queries.

• Understand customer concerns, document the issues accurately, and communicate them to Service Advisors/Workshop Manager.
• Provide regular updates to customers regarding service progress.
• Ensure smooth vehicle delivery and confirm that all concerns are resolved.

2. Follow-up & Appointment ManagementConduct outbound calls for service reminders, pending services, and annual maintenance.

• Book service appointments and ensure adequate time-slot management to avoid customer delay.
• Follow up with customers on post-service feedback.

3. Customer Satisfaction (CSI) ImprovementMaintain high Customer Satisfaction Index (CSI) scores as per Royal Enfield guidelines.

• Handle customer escalations and resolve issues promptly with the help of the service team.
• Maintain records of complaints and track closure timelines.

4. Coordination with Service TeamWork closely with Service Advisors, Technicians, and Workshop Manager to ensure excellent customer service.

• Ensure timely communication of job card status, parts unavailability, repair delays, etc.
• Coordinate during busy hours to maintain smooth workflow.

5. Documentation & ReportingMaintain customer data, service history, and contact details.

• Prepare daily reports on calls done, appointments booked, vehicle delivered, and feedback received.
• Update systems (RE App/CRM portal) regularly with accurate information.

6. Soft Product SalesPromote and upsell soft products such as AMC, RSA, extended warranty, accessories, helmets, and service packages.

• Educate customers about value-added services and benefits.
• Achieve monthly soft product sales targets assigned by management.

7. Customer Engagement & RetentionEnsure regular communication with customers through SMS/WhatsApp/Calls.

• Build long-term relationships and maintain repeat visits.
• Organize customer engagement activities like ride events, feedback camps, etc.
• Skills & Competencies RequiredExcellent verbal & written communication skills (Marathi, Hindi, English).

Strong customer service orientation.

• Ability to handle pressure and manage multiple customers at a time.
• Good understanding of Royal Enfield service process (preferred).
• Computer proficiency (Excel, CRM tools, email communication).
• Problem-solving attitude with a calm and positive approach.
• Professional behaviour, grooming, and punctuality.

Educational Qualifications & Experience

• Graduate in any field (Preferred: Automobile/Business/Commerce).
• 1–3 years of experience in customer service, preferably in the automobile industry.
• Freshers with good communication skills may be considered.

Key Performance Indicators

• (KPIs)CSI Score Improvement
• Soft Product Sales Targets
• Appointment Conversion Rate
• Complaint Resolution Time
• Customer Retention Rate
• Daily Call Targets Completion

Why Join Kings Royal Riders?

• Opportunity to work with one of the top 10 Royal Enfield dealers in India.
• Professional growth in the customer service & automobile industry.
• Supportive work culture and structured career progression.
• Attractive salary + incentives on soft product sales.