Urgent requirement for Customer relationship managerCRM(females)

Job Description

Primary Responsibilities:Customer Relationship ManagementConduct annual planning and budgeting for the customer relations department (both Sales and Service) in alignment with Royal Enfield India goals and the dealership senior management ensuring complete process adherence laid down by Royal Enfield India.Define customer relationship programs and key initiatives for Sales and Service divisions in association with the dealership senior management to achieve customer satisfaction index at the dealershipTrack and monitor customer relations initiatives and provide guidance and course corrections to ensure high effectiveness of the CR programs and initiativesAs a key owner for all the customer relation processes, ensure seamless integration of customer interactions and information flow across all customer touch pointsConduct internal meetings with the customer relations team and senior Sales, Service and Marketing team to create action plans, allocate responsibilities and set internal deadlines for driving key CR initiativesAnalyze customer satisfaction levels and definecustomer specific plans to ensure delight for all current and prospective customersProvide quality feedback and update to the dealership management and the sales team on the overall quality of customer interactions and highlight issues if anyMaintain and monitor Sales and Service divisions customer relations department KPIs (including CSI) for business analysisMonitor and own all customer satisfaction process in sales and service, and ensure high performance for the dealership on all customer satisfaction scoresConduct regular reviews of CSI with the Sales and Service senior management and highlight areas of concern and define an overall action planMonitor the implementation and effectiveness of planned customer specific initiativesIndependently engage with customers to take feedback and drive process improvement especially those with low CSI scoresConsolidate best practices across the industries around customer delight and drive new and innovative initiativesResponsibilities and DutiesResponsibilities and DutiesComplaint managementResolving Customer complaints timely and effectively and taking steps to ensure such complaints are avoided in futureTrack implementation of corrective action and take action in case of non-conformanceClosing all the customer complaints in CRMDMS after appropriate resolutionMeeting customer in field for resolution of complaintsFeedback collectionPlanning daily, weekly and monthly customer contact process to be followed by the CRM team for feedbackDiagnose the root cause for the customer complaints and determine accountabilityDiscuss customer feedback (positive and negative) in daily sales meetingAction plan the issue with the concerned team and fix time for resolutionLost Case AnalysisPrepare an analysis of the lost cases [enquiries, test ride, booking] by reasonCreate an action plan in discussion with the sales and delivery teams and CRE for improvementImplement the action plan initiatives after sign off from the ASMGenerate Service AppointmentsMonitor the service marketing executives, set monthly and daily calling and appointment generation targetsEnsure a healthy flow of fresh service appointments for the workshopCoach service marketing executives on effective marketing techniquesDesign and lead initiatives to bring back lost service customersAdherence to normsOwnership of the RECODE process implementation and adherence to store and workshop normsRegular audit of above with the CRE store and workshopCalculate, track and monitor the KPI of each member of organization and assist HR manager in deciding compensation, appraisals and incentivesEnsure Store and workshop upkeep as per normsRegardsLamba enterprisesWZ 1,NIRANKARI TOWER,OPPOSITE METRO PILLER NO.535TILAK NAGAR,NEW DELHI

Keyskills :
deliverycrmprocesssalesmarketingstorebudgetingworkshopmanagementmprovementcustomerrelationship