Customer Relationship Manager - Automobile Cars

- To drive continuous improvement through existing customer feedback systems.

DUTIES AND RESPONSIBILITIES:

- In-charge of customer care back office.

- Accountable for CCCF management, MIS, concern age analysis and other reports.

- Analyze root causes for dissatisfaction and driving corrective and preventive actions.

- Accountable for keeping high standards of housekeeping in customer interaction areas (e.g. Reception, Customer Lounge, etc.)

- Drive service marketing activities through tele-calling to improve vehicle retention.

- Planning customer events/clinics to build strong relationships with customers.

- Pareto analysis of customer concern by using 7 QC tools.

- Upkeep of process circular file and sharing with all concerned

- Manage and direct the telecall team and customer satisfaction survey every month.

- Obtain NPS (Net Promoter Score) and Customer satisfaction score for each franchise

- Derive the VOC (Voice of customers) and infer Kaizen activities contributing to continuous improvement on procedure and processes in the customer interface.

- Promote customer interaction and collect Feedback forms; identify suggestions and pain points from customers.

- Continuous communication with departments to convey customer feedback (suggestions / pain points / positive points).

- Proactively strive actions based on customer feedback.

- Conduct and lead complaint resolution meeting weekly and kaizen meeting monthly.

- Conduct Customer care staff meeting every quarter;

- Organize behavioral and technical training for c care staff in co-ordination with ALC and STC respectively.

- Co-ordinate with TMC (through Divisional office) and maintain MIS data to respond as and when needed on CRM parameters)

- Upload CR data for CR awards periodically in co-ordination with D.O.

- Organise Annual CR champion competition Event to identify CR Champion of the year, as per TMC guidelines and direction.

- Managing ISO QMS requirements of Customer care department.

Qualification And Experience:

1. Engineers in any discipline with Management qualification with around 10+ years of experience with a leading Automotive OEM's CRM department. Age 32-40.

2. Should possess technical expertise with CRM and analytical tools / systems.

3. Knowledge on Warranty policy, warranty norms by Principals

4. Service regularity requirements

5. Expertise on Customer Survey; Formation of questionnaires

6. Data sampling

7. Allocation to staff

8. Inference of VOC.

9. Hands-on experience Customer Surveys

10. Through an understanding of the NPS and CS index.

11. Identifying Kaizen activities and follow up.

12. Expertise on SAP C4C

13. M.I.S Data

Remuneration :

An outstanding remuneration package that rewards professionalism and diligence will be on offer for the successful applicant as well as a well-defined career path. An excellent package will be on offer for the right candidate, including an above industry base salary for the right person as well as the most complete employee benefit scheme. Don't miss out on this opportunity to join the market leader

Contact Person Name, Address & Nos.:
P.G.Ganesh
Perfect Placer

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