CRM-COUSTOMER RELATIONSHIP MANAGER

Job Description:

Job Purpose:

To manage and enhance relationships with customers, ensuring their satisfaction, driving sales, and increasing customer loyalty. The CRM professional will work closely with the sales team and management to maintain effective communication with customers and resolve their concerns, while also analyzing customer data to improve retention and sales performance.

Key Responsibilities:

1. Customer Relationship Management:

   • Maintain and update the CRM database with customer details, purchase history, and interaction records.
   • Build and maintain strong, long-lasting customer relationships.
   • Address customer queries, concerns, and feedback promptly and professionally.
   • Send personalized communication regarding offers, new launches, and service reminders.

2. Lead Management:

   • Capture and track customer leads generated through various channels (walk-ins, website inquiries, phone calls).
   • Assign leads to the sales team and ensure timely follow-ups.
   • Monitor the conversion rate of leads to sales and provide regular updates to management.

3. Customer Engagement:

   • Coordinate customer test drives, showroom visits, and other touchpoints.
   • Follow up with customers post-purchase to ensure satisfaction and manage after-sales services.
   • Organize customer appreciation events, loyalty programs, and promotional campaigns.

4. Sales Support:

   • Support the sales team with customer insights, preferences, and history to close deals more effectively.
   • Track and report on customer behavior, trends, and satisfaction levels to support decision-making.
   • Collaborate with sales, marketing, and service departments to align customer outreach and engagement.

5. Complaint Resolution:

   • Handle customer complaints and resolve issues related to sales, services, or products.
   • Ensure escalations are addressed in a timely manner and provide feedback to improve processes.

6. Reporting & Analytics:

   • Provide regular reports on customer satisfaction, sales performance, and lead conversion.
   • Analyze customer data to identify trends, preferences, and areas for improvement in sales strategies.
   • Monitor competitor CRM strategies and provide recommendations for improvement.

7. Digital & Telephonic Communication:

   • Use CRM software, email, and SMS campaigns to keep customers informed about new offers, product launches, and service reminders.
   • Ensure all communication is timely, accurate, and aligns with the company’s brand image.

8. Training & Development:

   • Train showroom staff on CRM software and best practices for customer interaction.
   • Continuously update skills on the latest CRM tools, techniques, and automotive trends.

Skills & Qualifications:

• Education: Bachelor’s degree in Business, Marketing, or related field.
• Experience: 1-3 years of experience in CRM, preferably in the automotive industry or a similar customer-facing role.
• Technical Skills:
  • Proficiency in CRM software (Salesforce, Zoho, etc.)
  • Basic understanding of MS Office (Excel, Word, PowerPoint)
  • Familiarity with automotive products and customer service principles.
• Soft Skills:
  • Excellent communication and interpersonal skills.
  • Strong problem-solving and decision-making abilities.
  • Ability to work under pressure and handle multiple tasks.
  • Customer-focused attitude with attention to detail.

Performance Indicators:

• Customer retention and satisfaction levels.
• Lead conversion rates.
• CRM database accuracy and effectiveness.
• Speed and effectiveness in resolving customer complaints.
• Overall contribution to showroom sales and revenue growth.