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 & Support:

Welcome 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 Management:

Conduct 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) Improvement:

Maintain 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 & Reporting:

Maintain 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 Sales:

Promote 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 & Retention:

Ensure 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 Required:

• Excellent 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 behavior, 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.