Job Description
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
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
💡 Quick Summary
Seeking a career-building opportunity? The Customer Care Manager Sales position is now open for candidates interested in the BPO Jobs sector. This role in Pune offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in BPO Jobs is a plus.