Customer Relation Manager
JD- Customer Relationship Manager:
Primary Responsibilities :
Customer Relations Management Planning :
- Conduct annual planning and budgeting for the customer relations department (both Sales and Service) in alignment with Audi India goals and the dealership senior management
- Define customer relationship programs and key initiatives for Sales and Service divisions in association with the dealership senior management to achieve customer satisfaction index at the dealership
- Maintain database of customers as A/B/C in order of their importance from a potential revenue generation perspective
CRM Oversight and Complaints Management :
- Track and monitor customer relations initiatives and provide guidance and course corrections to ensure high effectiveness of the CR programs and initiatives
- As a key owner for all the customer relation processes, ensure seamless integration of customer interactions and information flow across all customer touch points
- Conduct internal meetings with the customer relations team and senior Sales, Service and Marketing team to create action plans, allocate responsibilities and set internal deadlines for driving key CR initiatives
- Analyze customer satisfaction levels and define customer specific plans to ensure delight for all current and prospective customers
- Maintain database of existing customers and run an efficient program to engage them for reference sell as well as for overall revenue generation
- Provide quality feedback and update to the dealership management and the sales team on the overall quality of customer interactions and highlight issues if any
- Track progress and resolution of customer complaints at a fortnightly / monthly duration
- Ensure driving of My Audi registration through the customer relations team
- Provide guidance and support to the CR team in ensuring appropriate escalation and resolution of customer complaints by coordinating with relevant department heads.
- Conduct CSS analysis and drive Kundentish meeting regularly as per Audi India guidelines
- Conduct Sales Consultant/service Advisor wise root cause analysis regularly to identify gaps in process quality which impact customer satisfaction
Customer Relations Performance Tracking :
- Maintain and monitor Sales and Service divisions customer relations department KPIs (including CSS) for business analysis and forecasting
- Monitor and own all customer satisfaction process in sales and service, and ensure high performance for the dealership on all customer satisfaction scores
- Conduct regular reviews of CSS and PSF with the Sales and Service senior management and highlight areas of concern and define an overall action plan
- Monitor the implementation and effectiveness of planned customer specific initiatives
- Independently engage with customers to take feedback and drive process improvement
- Consolidate best practices across the industries around customer delight and drive new and innovative initiatives
Organization :
- Champion the cause of customer delight by proactively planning customer relationship skill development initiatives for the CR team and other customer facing staff
- Ensure all performance management activities of the Customer Relations department are completed timely and satisfactorily
Measures (Reports) :
- Retail Standards Sales (RSS)
- Retail Standards Aftersales (RSAS)
- Dealership Ranking in CSS - Sales
- Dealership Ranking in MSS - Sales
- Dealership Ranking in CSS - Aftersales
- Dealership Ranking in LiS Test - Aftersales
- Customer complaints closed as a % of total customer complaints (Sales + Aftersales
- Complaint Closing days (Sales + Aftersales)
- No. of CDM initiatives towards customer delight
- Customer Care Department Attrition
- Kundentisch - Sales & Aftersales
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