Customer Service Manager |CSM

Job description

Objective of Job

CRM Manager 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/Masters degree or MBA is preferred

o Experience (type of): 10 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
Job Designation/Field of Work:

1.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

2.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

3.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

4.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

5. 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

6. 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 ( > 1year)

· E-dealer monitoring for data quality.

Interested candidate can apply by indeed or can share resume on ++1-XXXXXXXXXX

Job Type: Full-time

Salary: ₹40,000.00 - ₹60,000.00 per month

Benefits:

Cell phone reimbursement
Commuter assistance
Health insurance
Internet reimbursement
Leave encashment
Paid sick time
Provident Fund
Schedule:

Day shift
Supplemental pay types:

Commission pay
COVID-1+ considerations:
vaccination must

Ability to commute/relocate:

Baner, Pune - 411045, Maharashtra: Reliably commute or planning to relocate before starting work (Required)
Experience:

total work: 7 years (Preferred)
Speak with the employer
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