Jubilant Motorworks - Manager - Customer Relationship

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