Customer Relationship Manager

Job Purpose:

The Resource-India+ CRM will work on the design and implementation of the CRM program for key markets and drive customer engagement. The incumbent will monitor customer relations initiatives and drive closure of non technical complaints within stipulated time, putting checks and measures to ensure data quality monitoring.

Key Responsibilities:

Drive 100% closure of non technical complaints in 2 hours

Support customer relationship programs for Sales and After sales

Ensure 100% closure of technical complaints in 2 hours from mutually agreed repair time with customers.

Detailed Root Cause Analysis/detailed documentation/data quality with CSN/closure email

Create Governance structure in place for procedures/values for dealers

Work closely with country teams and dealer team to design local campaigns and send out e-mailers

Carry out training programs for Dealership staff and internal teams on CRM processes and updates

Monitor & ensure dealers are following SOPs for Lead Management System

Prepare monthly MIS for relevant stakeholders in the organization

Ensure 0% Repeat HO complaints for non technical complaints

Track Dealer performance and regularly interact with dealer team to ensure performance improvement

Drive Customer Data Quality Management by increasing accuracy in customer data quality in all fields captured

Provide Leakage Analysis & Customer Feedback by tracking In-moment score, google rating and time taken for closure of internal complaints

Record key reasons for lapsers and rejectors and share reports regularly with concerned teams for action

Ensure customer complaints are less than 2 / month per 1000 Job Cards in Service and per 100 retails in Sales.

Ensure complaint resolution and provide call back to every customer within SLA for every complaint raised.