Customer Relationship Manager (CRM) SALES

JSW Motors Limited; NTR; Vor Ort; INR 900.000 - 1.500.000; Vollzeit

Zusammenfassung

JSW Motors Limited seeks a CRM - Sales leader to manage a team of Customer Relationship Executives, ensuring lead and funnel discipline and a consistent customer experience from enquiry to post-sale.

You will monitor CRM funnel health, follow-ups, and escalation management, while coordinating with Sales and Service teams. The role emphasizes data privacy, training, and OEM/compliance readiness, with opportunities to lead EV-related engagement events and referrals.

Aufgaben

• Monitor incoming leads across sources (walk-in, telecalling, website, digital/social, referrals) and ensure timely routing and follow-up.
• Conduct periodic audits, including mystery-shop checks, to ensure consistent customer experience standards across the team.
• Monitor CRM funnel health, call quality, and appointment/test-drive show rates on a daily/weekly basis.
• Manage escalations and resolution of unresolved customer complaints.
• Conduct process audits and ensure OEM compliance readiness.
• Plan and manage customer engagement activities (previews, test-drive events, EV awareness drives).
• Manage referral network and repeat-purchase relationships.
• Coach and review the performance of CR Executives and support their appraisal process.
• Coordinate cross-functionally with Sales and Service teams.
• Oversee digital channels and online reputation management.
• Enforce customer data privacy and confidentiality policies.
• Report team performance and funnel MIS to the CR Head - Sales.
• Lead training and onboarding for new team members, including product/EV certification.
• Preferred candidate profile: The CRM - Sales leads a team of Customer Relationship Executives, ensuring lead and funnel discipline, consistent customer experience, and CRM data quality across the enquiry‑to-post-sale journey.

Jobbeschreibung

Role & responsibilities

Monitor incoming leads across sources (walk-in, telecalling, website, digital/social, referrals) and ensure timely routing and follow-up.

Conduct periodic audits, including mystery-shop checks, to ensure consistent customer experience standards across the team.

Monitor CRM funnel health, call quality, and appointment/test-drive show rates on a daily/weekly basis.

Manage escalations and resolution of unresolved customer complaints.

Conduct process audits and ensure OEM compliance readiness.

Plan and manage customer engagement activities (previews, test-drive events, EV awareness drives).

Manage referral network and repeat-purchase relationships.

Coach and review the performance of CR Executives and support their appraisal process.

Coordinate cross-functionally with Sales and Service teams.

Oversee digital channels and online reputation management.

Enforce customer data privacy and confidentiality policies.

Report team performance and funnel MIS to the CR Head - Sales.

Lead training and onboarding for new team members, including product/EV certification.

Preferred candidate profile

The CRM - Sales leads a team of Customer Relationship Executives, ensuring lead and funnel discipline, consistent customer experience, and CRM data quality across the enquiry‑to-post-sale journey.