Client Support Services Manager

Job Description As a Customer Relationship Manager, you are responsible for planning and executing all PRM activities to ensure the highest level of customer satisfaction and retention. You play a key role in activities planning, budgeting, and resource allocation for the current year. Your responsibilities include monthly and quarterly PRM planning with DP, CEO's, and HOD's, identifying drivers for continuous improvement of customer satisfaction, developing tools for life cycle communication, and implementing customer retention strategies. You also collaborate with various departments for CSI improvement, handle customer complaints, conduct root cause analysis, and ensure timely closure of after-sales complaints. Key Responsibilities: - Plan and execute PRM activities for customer satisfaction and retention - Collaborate with DP, CEO's and HOD's for monthly and quarterly PRM planning - Identify drivers for customer satisfaction improvement and implement measures - Develop tools for life cycle communication and customer retention - Coordinate with internal teams and MB India CRM team for CSI surveys - Handle customer complaints, conduct root cause analysis, and implement action plans - Coordinate with sales and after-sales departments for complaint closure - Monitor customer complaints, capture feedback, and ensure timely resolution - Clean old customer database and monitor data quality Qualification Required: - Graduation in Engineering/Commerce/Arts - 5-6 years of experience in the luxury automobile retail market In this role, you are expected to have excellent communication skills with a professional English accent, understand basic calling etiquettes, and have the right attitude to assist customers effectively. You should possess interpersonal and social competence to handle customer needs, objections, and conflicts with a balanced and professional approach. Additionally, method and process competence, as well as specialist competence in customer relationship management, are essential for success in this role. The company offers statutory benefits, GPA, and incentives as part of the benefits package. As a Customer Relationship Manager, you are responsible for planning and executing all PRM activities to ensure the highest level of customer satisfaction and retention. You play a key role in activities planning, budgeting, and resource allocation for the current year. Your responsibilities include monthly and quarterly PRM planning with DP, CEO's, and HOD's, identifying drivers for continuous improvement of customer satisfaction, developing tools for life cycle communication, and implementing customer retention strategies. You also collaborate with various departments for CSI improvement, handle customer complaints, conduct root cause analysis, and ensure timely closure of after-sales complaints. Key Responsibilities: - Plan and execute PRM activities for customer satisfaction and retention - Collaborate with DP, CEO's and HOD's for monthly and quarterly PRM planning - Identify drivers for customer satisfaction improvement and implement measures - Develop tools for life cycle communication and customer retention - Coordinate with internal teams and MB India CRM team for CSI surveys - Handle customer complaints, conduct root cause analysis, and implement action plans - Coordinate with sales and after-sales departments for complaint closure - Monitor customer complaints, capture feedback, and ensure timely resolution - Clean old customer database and monitor data quality Qualification Required: - Graduation in Engineering/Commerce/Arts - 5-6 years of experience in the luxury automobile retail market In this role, you are expected to have excellent communication skills with a professional English accent, understand basic calling etiquettes, and have the right attitude to assist customers effectively. You should possess interpersonal and social competence to handle customer needs, objections, and conflicts with a balanced and professional approach. Additionally, method and process competence, as well as specialist competence in customer relationship management, are essential for success in this role. The company offers statutory benefits, GPA, and incentives as part of the benefits package.