Customer Delight Manager

Gautam Modi Group; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Gautam Modi Group is seeking a Customer Relations lead for an Audi India dealership. The role involves planning and budgeting for Sales and Service CR activities, defining customer programs, maintaining key customer databases, and driving initiatives to improve satisfaction across touchpoints.

You will coordinate with senior management, monitor complaints, analyze satisfaction metrics, and ensure action plans are executed. Expect on-site Mumbai operations with cross-functional collaboration.

Responsibilities

• Customer Relations Planning
• Annual planning and budgeting for the customer relations dept (Sales and Service) aligned with Audi India goals and dealership management
• Define customer relationship programs across Sales and Service to achieve customer satisfaction index
• Maintain customer database categorized A/B/C by potential revenue
• CRM oversight and complaints management
• Track and guide CR initiatives for effectiveness
• Ensure seamless integration of customer interactions across touch points
• Conduct internal meetings to plan actions, assign responsibilities and deadlines
• Analyze customer satisfaction and define plans for all customers
• Maintain and engage existing customers for reference sales and revenue generation
• Provide feedback on customer interactions to dealership management and sales team
• Track resolution of customer complaints fortnightly/monthly
• Drive My Audi registration through CR team
• Guide CR team on escalation and resolution with relevant departments
• Conduct CSS analysis and Kundentisch meetings per Audi India guidelines
• Perform root-cause analysis for Sales/Service advisors to improve process quality
• Monitor CR/KPIs and forecast business impact
• Ensure high performance on customer satisfaction scores across Sales and Service
• Review CSS and PSF with Sales/Service leadership and define action plans
• Monitor implementation of planned customer initiatives
• Engage with customers to collect feedback and drive improvements
• Share best practices across industries to enhance customer delight
• Champion customer delight through CR skill development for CR team and staff
• Ensure timely completion of performance management activities in CR department

Job description

Primary Responsibilities:

Customer Relations Management Planning

Conduct annual planning and budgeting for the customer relations department (both Sales and Service) in alignment with Audi India goals and the dealership senior management ensuring complete process adherence laid down by Audi India.

Define customer relationship programs and key initiatives for Sales and Service divisions in association with the dealership senior management to achieve customer satisfaction index at the dealership

Maintain database of customers as A/B/C in order of their importance from a potential revenue generation perspective

CRM Oversight and Complaints Management

Track and monitor customer relations initiatives and provide guidance and course corrections to ensure high effectiveness of the CR programs and initiatives

As a key owner for all the customer relation processes, ensure seamless integration of customer interactions and information flow across all customer touch points

Conduct internal meetings with the customer relations team and senior Sales, Service and Marketing team to create action plans, allocate responsibilities and set internal deadlines for driving key CR initiatives

Analyze customer satisfaction levels and define customer specific plans to ensure delight for all current and prospective customers

Maintain database of existing customers and run an efficient program to engage them for reference sell as well as for overall revenue generation

Provide quality feedback and update to the dealership management and the sales team on the overall quality of customer interactions and highlight issues if any

Track progress and resolution of customer complaints at a fortnightly / monthly duration

Ensure driving of My Audi registration through the customer relations team

Provide guidance and support to the CR team in ensuring appropriate escalation and resolution of customer complaints by coordinating with relevant department heads.

Conduct CSS analysis and drive Kundentish meeting regularly as per Audi India guidelines

Conduct Sales Consultant/Service Advisor wise root cause analysis regularly to identify gaps in process quality which impact customer satisfaction

Customer Relations Performance Tracking

Maintain and monitor Sales and Service divisions customer relations department KPIs (including CSS) for business analysis and forecasting

Monitor and own all customer satisfaction process in sales and service, and ensure high performance for the dealership on all customer satisfaction scores

Conduct regular reviews of CSS and PSF with the Sales and Service senior management and highlight areas of concern and define an overall action plan

Monitor the implementation and effectiveness of planned customer specific initiatives

Independently engage with customers to take feedback and drive process improvement

Consolidate best practices across the industries around customer delight and drive new and innovative initiatives

Organization

Champion the cause of customer delight by proactively planning customer relationship skill development initiatives for the CR team and other customer facing staff

Ensure all performance management activities of the Customer Relations department are completed timely and satisfactorily

Measures (Reports):

Retail Standards Sales (RSS) – As per appendix

Retail Standards Aftersales (RSAS) – As per appendix

Lead Response Score (LRS) – As per appendix

Customer complaints closed as a % of total customer complaints (Sales/Aftersales)

Complaint Closing days (Sales/Aftersales)

No. of CDM initiatives towards customer delight

Customer Care Department Attrition

Kundentisch - Sales & Aftersales