Customer Relationship Executive

Position Name: Customer Relationship Executive

Education: Any Graduate

Experience: 2-5 Years

Location: Pune

JD:

The automotive CRM Manager will be responsible for

Customer Engagement:

• Developing the Customer Relationship Management (CRM) strategy for Arpanna Motors Pvt Ltd.
• Developing & managing a suitable CRM Platform.
• Developing Customer Retention programs, analyzing Customer data to drive marketing initiatives, conduct follow-up calls thereby ensuring Customer satisfaction.

Product Knowledge:

• The role requires a blend of technical CRM expertise, marketing acumen and a strong understanding of the automotive industry.
• Provide accurate and up-to-date information to customers regarding product specifications and benefits.

Sales Support:

• Having a premium and luxury vehicle sales experience will be an added advantage.
• Collect, analyze and interpret Customer data to identify trends, opportunities for engagement in addition to closing orders of enquiries.
• Work closely with the sales team to ensure effective lead management and follow-up using CRM tools.
• Track and report on sales performance, identifying opportunities for improvements in the CRM process.

Customer Events & Programs:

• Segment customer data for targeted marketing campaigns, promotions and personalized communication.
• Lead the design and execution of customer engagement campaigns across multiple channels (email, SMS, social media, website).
• Develop loyalty programs, personalized offers, and post-purchase communications to increase customer retention and lifetime value.
• Collaborate with marketing teams to create compelling content that drives customer interaction and strengthens brand building.

Feedback & Collection:

• Implement initiatives to enhance customer satisfaction, including post-purchase follow-ups, service reminders, and customer feedback surveys.
• Report customer feedback to the relevant departments for continuous enhancement of products and services.

Communication:

• Coordinate with digital marketing teams to ensure that CRM insights are used to enhance online marketing strategies and customer touch points.
• Respond promptly to customer inquiries through various channels, including phone, email, and in-person.
  

Preferred Experience:

• Experience in digital marketing and integration of CRM with digital channels
• Knowledge of e-commerce platforms and online customer journey mapping
• Familiarity with automotive customer lifecycle, including vehicle sales