Customer Relations Manager

Gautam Modi Group; Mumbai; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Gautam Modi Group in Mumbai is seeking a Customer Relations and Sales Process Analyst to design customer relationship programs, monitor KPIs, and support business planning through CSS, CRI, and audit scores. The role involves managing customer interactions, ensuring timely vehicle handovers, and driving enhancements across the dealership experience.

You will handle enquiries, collaborate with the sales team, and coordinate with after-sales partners to promote Audi Club membership and customer

Qualifications

• Experience in customer care and dealership processes.
• Ability to analyze department performance and KPI trends.
• Strong communication and stakeholder management skills.

Responsibilities

• Manage customer relationship programs with management to raise satisfaction at the dealership.
• Analyze CSS/CRI metrics and drive improvements.
• Ensure timely vehicle delivery and smooth handover with features explained.
• Coordinate after-sales handover with partners and Audi Club membership.
• Resolve customer complaints with stakeholders and track closure.
• Allocate incoming enquiries to the sales team and monitor responses.
• Prepare audit measures like CSS, CRI, RSS reports.
• Support post-sale feedback calls and monitor complaint percentages.

Skills

CRM

Data analysis

Communication

Customer service

Tools

Skelta

CRM software

PSF system

Job description

Primary Responsibilities:

Customer Relation Management

Design customer relationship programs / frameworks in association with senior management to achieve high degree of customer satisfaction at the dealership

Conduct annual, quarterly and monthly analysis of department performance (target vs. achievement)

Maintain and monitor customer relations department KPIs for business analysis and forecasting

Facilitate reviews and inputs for business planning to improve processes with CSS, Mystery shopping and Audit score

Ensure sustained customer contact initiatives from the Customer Relations team, especially on special occasions, dealership events and new Audi offering communications

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

Sale & Delivery Process

Analyze feedback from prospective customers on test drive experience and the overall dealership experience

Ensure timely delivery of the vehicle and a delightful vehicle handover ceremony for the customer

Ensure a complete explanation of vehicle technical features and controls at the time of vehicle handover at the dealership or at a convenient location and time as per customer request

Ensure congratulatory emails and key vehicle information (warranty, service plans and 24x7 RSA) are shared with the customers

Ensure introduction of the after-sales partner to the customer during delivery and offer customers membership to the Audi Club

Post sale, seek and analyze customer satisfaction feedback (PSF) on the overall Audi sales experience. Ensure resolution of open issues

Complaints Management

Manage synthesis of customer complaints from all sources (Skelta, PSF and all other sources) and ensure appropriate communication to relevant stakeholders and create action plans for complaint closure

Track the progress and resolution of customer complaints with relevant stakeholders and elevate to dealership senior management if required

Enquiry Management

Ensure appropriate handling and allocation to sales team of all incoming enquiries from tele-in or web sources

Measures (Reports):

Customer Satisfaction Score (CSS)

Customer Retention Index (CRI)

Customer Complaints/Escalations- RSS

Questions pertaining to Sales Process Audit such as:

Vehicle Handover/delivery Process

CRM Process

Quality

Marketing - Audi India Club

No. of Post Sales Feedback call (PSF) of the total no. of deliveries

Customer complaints open as a % of total customer complaints

Complaint Closing days

% Audi Club Member to New Car sales

No. of initiatives towards customer delight

Customer care department Team Attrition