Customer Relationship Manager Service

Job Description As a Customer Relation Manager, your role involves planning and executing all PRM activities to ensure the highest level of customer satisfaction and retention. You will be responsible for setting and meeting predefined goals, implementing measures to maintain customer relations, and managing CRM activities across divisions and after-sales stages. Your key responsibilities include: - Planning PRM activities for the current year in terms of budget, activities, and resources. - Collaborating with DP, CEO's, and HOD's for monthly and quarterly PRM activity planning. - Identifying and controlling relevant drivers, developing measures for continuous retention and improvement of customer satisfaction. - Managing customer life cycle communication tools like direct mailers, brochures, and greetings. - Developing action plans with HODs for CSI improvement and addressing negative feedback from customers. - Coordinating with MB India CRM team and after-sales marketing team for CSI surveys. - Providing feedback to after-sales department on customer complaints and monitoring complaints regularly. - Conducting root cause analysis of complaints and implementing action plans to minimize them. - Acting as the main contact point for dissatisfied customers and coordinating complaint closures with sales and after-sales departments. - Cleaning old customer databases and monitoring E-dealer data quality. In terms of skills, you should possess: Communication Skills: - Excellent communication skills with a professional English accent. - Ability to listen carefully, identify underlying meanings, and provide information/help effectively. - Clear communication in customer-friendly language without using jargons. Interpersonal & Social Competence: - Ability to relate to customer's needs, handle objections, and maintain a balance between personal involvement and professional distance. - High self-esteem, controlled demeanor, conflict resolution skills, and openness to feedback. - Building relationships based on honesty, mutual respect, confidence, and trust. - Team player mindset and motivation towards colleagues. Method & Process Competence: - Understanding of customer life cycle management and related functionalities. - Timely completion of calling activities, tracking lost customers, and promoting service products effectively. - Adherence to calling scripts, continuous update of customer data, and understanding of MB service processes. Specialist Competence: - Expertise in implementing Customer Relationship Strategy and managing CSI effectively. - Acting as a facilitator between customer needs and company objectives. - Contributing to critical interactions and building confidence, trust, and loyalty with customers post-purchase. - Brief knowledge of Mercedes-Benz vehicles, dealer policies, and service products. Qualification & Experience required for this role: - Graduate in Engineering/Commerce/Arts. - 5-6 years of experience in the Luxury automobile retail market. Benefits offered: - Statutory benefits - GPA - Incentive Please note that the above description is based on the provided job details and requirements. As a Customer Relation Manager, your role involves planning and executing all PRM activities to ensure the highest level of customer satisfaction and retention. You will be responsible for setting and meeting predefined goals, implementing measures to maintain customer relations, and managing CRM activities across divisions and after-sales stages. Your key responsibilities include: - Planning PRM activities for the current year in terms of budget, activities, and resources. - Collaborating with DP, CEO's, and HOD's for monthly and quarterly PRM activity planning. - Identifying and controlling relevant drivers, developing measures for continuous retention and improvement of customer satisfaction. - Managing customer life cycle communication tools like direct mailers, brochures, and greetings. - Developing action plans with HODs for CSI improvement and addressing negative feedback from customers. - Coordinating with MB India CRM team and after-sales marketing team for CSI surveys. - Providing feedback to after-sales department on customer complaints and monitoring complaints regularly. - Conducting root cause analysis of complaints and implementing action plans to minimize them. - Acting as the main contact point for dissatisfied customers and coordinating complaint closures with sales and after-sales departments. - Cleaning old customer databases and monitoring E-dealer data quality. In terms of skills, you should possess: Communication Skills: - Excellent communication skills with a professional English accent. - Ability to listen carefully, identify underlying meanings, and provide information/help effectively. - Clear communication in customer-friendly language without using jargons. Interpersonal & Social Competence: - Ability to relate to customer's needs, handle objections, and maintain a