Customer Relationship Manager

MAKS & Co.; Hadapsar; On-site; INR 350,000 - 550,000; Full time

Job summary

MAKS & Co. in Maharashtra, India, invites a detail-oriented CRM & DMS operations professional to join our team.

You will optimize dealership CRM/DMS, manage lead follow-up, and support CSI initiatives to enhance customer satisfaction. You will partner with workshop heads and management to track performance, generate daily to monthly reports, and help reduce churn through proactive data analytics and feedback programs.

Responsibilities

• CRM & DMS Operations: Manage and optimize the dealership CRM and DMS to track customer interactions from inquiry to delivery and service.
• Lead & Follow-Up Governance: Ensure all sales, test-drive, and service leads are logged, assigned within Turnaround Time (TAT), and followed up by the sales/support team.
• Customer Feedback & Satisfaction (CSI): Coordinate post-delivery and post-service feedback calls, monitor manufacturer-generated satisfaction surveys, and track CSI scores.
• Complaint & Escalation Management: Maintain a case history file for all customer complaints, coordinate technical/service resolutions with workshop heads, and manage high-risk customer recovery plans.
• Data Analytics & Reporting: Prepare daily, weekly, and monthly reports on lead conversion ratios, customer retention, churn risk, and CSI standings for senior management.

Job description

Role & responsibilities

• CRM & DMS Operations: Manage and optimize the dealership CRM and Dealership Management System (DMS) to track customer interactions from inquiry to delivery and service. [1]
• Lead & Follow-Up Governance: Ensure all sales, test-drive, and service leads are logged, assigned within defined Turnaround Time (TAT), and followed up by the sales/support team. [1]
• Customer Feedback & Satisfaction (CSI): Coordinate post-delivery and post-service feedback calls, monitor manufacturer-generated satisfaction surveys, and track CSI scores. [1]
• Complaint & Escalation Management: Maintain a case history file for all customer complaints, coordinate technical/service resolutions with workshop heads, and manage high-risk customer recovery plans. [1, 2]
• Data Analytics & Reporting: Prepare daily, weekly, and monthly reports on lead conversion ratios, customer retention, churn risk, and CSI standings for senior management. [1, 2]