CRM Sales & Service

Skills:

Life Cycle Communication, CSI Improvement, Complaint Management, Strategic Planning, Customer Data updation, Data Analysis, Post Sales / Service Follow ups, Customer Handling,

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 on Basics: Any Bachelors degree

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

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, CEOs and HODs

2 Life cycle communication

• Define customer life cycle communication in coordination with AL 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 DMS
• Coordinate with AL 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 AL
• 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