Customer Relationship Manager Service

B. U. Bhandari Mercedes-Benz; Pune District; On-site; INR 600,000 - 800,000; Full time

Benefits offered by this job

Statutory benefit

GPA

Incentive

Job summary

A luxury automobile dealership in Pune is seeking a Customer Relationship Manager to manage all aspects of customer relations, ensuring satisfaction and retention through effective planning and execution of PRM activities. The ideal candidate will have a strong background in luxury automobile retail with excellent communication and interpersonal skills, and a graduate degree. This full-time position offers benefits, including statutory benefits and incentives in a mid-senior level role.

Qualifications

• 5-6 years of experience in luxury automobile retail market.
• Ability to maintain high self-esteem in stressful situations.
• Understanding of customer life cycle management.

Responsibilities

• Plan PRM activities and manage budgets.
• Ensure customer satisfaction and retention.
• Coordinate with various departments for resolving complaints.
• Create tools for customer communication.
• Monitor data quality for CRM.

Skills

Excellent communication skills

Ability to handle objections

Knowledge of DMS

Interpersonal skills

Conflict resolution

Education

Graduate in Engineering/Commerce/Arts

Job description

Join to apply for the Customer Relationship Manager Service role at B. U. Bhandari Mercedes-Benz

Job Summary:

As a Customer Relation Manager you are fully responsible for planning & execution of all PRM activities to ensure highest level of customer satisfaction and customer retention. You ensure that predefined goals are met and measures to maintain customer relations are well implemented.

Responsibilities

• PRM activities planning for the current year in terms of Budget, activities and resources.
• Monthly and quarterly planning of PRM activities in consensus with DP, CEO’s and HOD’s.
• Identify and control the relevant drivers as well as develop and consistently implement measures, with the aim of continuous retention and improvement of customer satisfaction (CSI).
• Ensure consistent customer relations management (CRM) across divisions and after sales stages.
• Develop necessary tools (direct mailers, brochures, greetings etc.) required for life cycle communication.
• To ensure implementation of customer life cycle communication to increase customer retention.
• Discuss with respective HODs and develop an action plan for CSI improvement at the dealership.
• Develop counter measures to eliminate negative feedback from customers in future.
• Coordinate with MB India CRM team and after sales marketing team for CSI surveys.
• Provide feedback to after sales department on customer complaints or any other issues that may affect customer satisfaction.
• Capture, record and monitor customer complaints on a regular basis.
• Conduct root cause analysis of all the complaints from all sources.
• Implement action plan to minimize complaints.
• Act as single point of contact with the customers for all customer complaints.
• Handle dissatisfied customers who have raised complaints through all sources.
• Coordinate with sales and after sales department HODs, Dealer principal for closure of all after sales complaints as per the set timeline.
• With support of telemarketing and after sales teams, perform old customer database cleaning, updating contact and addresses of old customers (> 1 year).
• E-dealer monitoring for data quality.

Skills and Competencies

Communication Skills:

• You have excellent communication skills with a professional English accent.
• You are aware of basic calling etiquettes and have the right attitude to provide required information/help to customers.
• You listen carefully, identify underlying meaning and real demands.
• You speak clearly in the language the customer will understand and avoid jargon.

Interpersonal & Social Competence

• You are able to relate to the customer’s needs and options.
• You can handle objections and overcome rejections while balancing personal involvement and professional distance.
• You maintain high self-esteem, stay controlled and focused even in stressful situations, and resolve conflicts amicably.
• You remain calm, factual and guided by a win-win solution; you view feedback as an opportunity to improve and provide objective, constructive feedback.
• You build relationships with customers based on honesty, mutual respect, confidence and trust, and you are a good team player.

Method & Process Competence

• You understand customer life cycle management and related functionalities in DMS.
• You keep customer data up to date and track calling activities for better results.
• You are aware of calling scripts and follow them for effective calling.
• You track lost customers and work to re-engage them with the dealership.
• You promote service products and campaigns via SMS, email and proactive calling.
• You work according to MB service processes and standards.

Specialist Competence

• You understand business management relationships, including Customer Satisfaction and root cause analysis; you are responsible for CSI to a large extent.
• You are skilled at implementing Customer Relationship Strategy and act as a facilitator between customer needs and the company.
• You support customer ownership at every stage with Marketing and Service Programs.
• You contribute to critical interaction after vehicle purchase to build confidence, trust and loyalty.
• You have brief knowledge of Mercedes-Benz vehicles, dealer policies and service products.

Qualifications & Experience

• Graduate in Engineering/Commerce/Arts.
• 5-6 years of experience in luxury automobile retail market.

Benefits

• Statutory benefit
• GPA
• Incentive

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service

Industries

• Motor Vehicle Manufacturing

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