Walk-in | Customer Relationship Manager - Service

Mahavir Auto Diagnostics; Hyderabad; Presencial; INR 900.000 - 1.700.000; Jornada completa

Descripción de la vacante

Mahavir Auto Diagnostics in Hyderabad is seeking an experienced CRM leader to guide customer relationship activities for the workshop and aftersales. This role drives retention, manages service reminders, and coordinates with service teams to deliver a premium customer experience.

Ideal candidates have 5–10 years in CRM, with experience in automobile dealerships or premium brands, and strong communication and data-analytic skills to enhance CSI/NPS performance.

Formación

• 5–10 years of experience in CRM or customer relationship management.
• Experience in automobile dealerships or premium automotive brands preferred.
• Strong customer handling, complaint resolution, and CSI/NPS improvement.
• Excellent communication, team management, and analytical skills.

Responsabilidades

• Manage overall customer relationship activities for the workshop and aftersales.
• Drive customer retention and service appointment conversions through follow-ups.
• Monitor CSI/NPS and workshop experience; improve customer satisfaction.
• Resolve customer complaints with timely closure.
• Lead CRM team to deliver premium customer experience.
• Prepare MIS reports and review retention performance.
• Coordinate with Service Advisors, Workshop and Parts and Service Management.
• Analyse customer data to identify lost customers and retention opportunities.
• Maintain accurate customer records in CRM/DMS.
• Oversee service reminders and post-service follow-ups.

Conocimientos

CRM management

Customer service

Team leadership

Data analysis

CRM tools

Educación

Bachelor's degree in Marketing or Business Administration

Herramientas

CRM/DMS

MIS reporting

Descripción del empleo

Role & responsibilities

• Manage overall customer relationship activities for the workshop and aftersales operations.
• Drive customer retention, repeat service and service appointment conversion through proactive follow-ups.
• Monitor and improve CSI/NPS, customer satisfaction and overall workshop experience.
• Handle customer complaints and ensure timely resolution and effective closure of concerns.
• Oversee service reminders, post-service follow-ups and customer feedback processes.
• Coordinate with Service Advisors, Workshop, Parts and Service Management to resolve customer issues.
• Analyse customer data to identify lost customers, service due customers and retention opportunities.
• Ensure accurate customer records and follow-up activities are maintained in CRM/DMS.
• Prepare and review MIS reports, customer feedback, complaints and retention performance.
• Lead the CRM team in delivering a premium customer experience and strengthening long-term customer relationships.

Preferred candidate profile

• Graduate in Any Degree / Marketing / Business Administration with 5-10 years of experience in CRM or customer relationship management.
• Experience in automobile dealerships, car workshops, premium/luxury automotive brands is preferred.
• Strong expertise in customer handling, complaint resolution, service retention and CSI/NPS improvement.
• Excellent communication, team management, CRM/DMS and analytical skills, with a strong focus on customer satisfaction.