Customer Care Manager Sales

Objective : of Job CRM is primarily responsible for planning & execution of all the CRM activities to ensure highest level of customer satisfaction and also ensure customer retention.

Qualification

o Basics: Any Bachelors degree

o Experience (type of): 5 plus years of experience in CRM / Sales / After sales / Marketing etc

o Specialized Knowledge: Sensitive to customer needs and expectations.

Excellent communication and interpersonal skills
Has to have a passion and flare for Customer Relations
Has to have a creative bent of mind, open to new ideas, high level of motivation and commitment towards the brand
CRM Planning:

 CRM activities planning for the CY in terms of Budget, activities and resources  Monthly and quarterly planning of CRM activities in consensus with DP, CEO’s and HOD’s

Life cycle communication

 Define customer life cycle communication in coordination with MB India CRM team

 Develop necessary tools (DM, brochures, greetings etc) required for life cycle communication

Implement customer life cycle communication to increase customer retention

CSI Improvement

 Discuss with respective HODs’ develop an action plan for CSI improvement at the dealership.

 Develop and implement a mechanism to capture customer feedback at various stages in sales process (like test drive feedback, feedback on overall sales experience etc)

 Capture customer feedback post delivery through feedback form and analyze the customer feedback

 Develop counter measure to eliminate negative feedback from customers in future

 Regular updating of Customer Data in e-dealer

 Coordinate with MB India CS team and marketing team for CSI surveys.

 Provide feedback to sales department on customer complaints or any other issues that may affect Customer satisfaction

Complaint Management:

 Implement Complaint Management process as defined by MB India

 Capture, record and monitor customer complaints on regular basis

 Conduct root cause analysis of all the complaints

 Implement action plan to minimise complaints.

 Implement action plan to reduce complaint resolution time

Customer Handling:

 Act as one point contact with the customers for all customer complaints

 Handle dis-satisfied customers who has raised complaints

 Coordinate with sales and after sales department HOD’s, Dealer principle for closure of all the sales complaints

Customer Database management:

 Check in e-dealer whether all the mandatory fields are recorded.

 Provide feedback to sales executives in case of any missing fields in e-dealer

 With the support of telemarketing team & After sales team , old customer database cleaning has to be done, in terms of checking and updating the contact and address of old customers

Interested candidate can share resume by indeed or can whats app on 9011XXXXXX

Pay: ₹40,000.00 - ₹50,000.00 per month

Benefits:

Cell phone reimbursement
Health insurance
Paid sick time
Provident Fund
Work Location: In person