CRM Manager

We are looking for a highly motivated and experienced CRM Manager to join our team. The ideal candidate will have a strong background in customer handling, vehicle servicing, and ensuring exceptional customer service and experience. As the CRM Manager, you will be responsible for developing and executing strategies to enhance customer relationships, improve service delivery, and drive customer satisfaction and retention.

Key Responsibilities:

• Customer Relationship Management: Manage and enhance customer relationships across all touchpoints, ensuring a high level of customer satisfaction and retention.
• Customer Service Excellence: Oversee the customer service team, ensuring they are trained and equipped to provide excellent support for vehicle servicing and other inquiries.
• Service Experience Management: Ensure that customers have a seamless and positive experience with the vehicle servicing process, from booking to post-service follow-up.
• CRM Strategy Implementation: Develop and implement CRM strategies to collect customer feedback, identify opportunities for improvement, and increase customer engagement.
• Data Analysis & Reporting: Analyze customer data to identify trends, behavior, and opportunities for service improvements. Provide regular reports on customer satisfaction and CRM performance.
• Customer Feedback: Proactively collect and respond to customer feedback, resolving issues and enhancing the overall customer experience.
• Team Leadership: Lead and motivate the customer service team, ensuring they deliver high-quality service in alignment with company goals and values.
• Collaboration with Other Teams: Work closely with the sales, marketing, and service departments to ensure a consistent and outstanding customer experience.
• Training & Development: Ensure the customer service team is well-trained on CRM systems, customer handling techniques, and service processes.
• Loyalty Programs: Develop and implement customer loyalty programs to reward repeat customers and encourage continued business.

Key Requirements:

• Experience: Minimum of 3 years of experience in CRM, customer service, or vehicle servicing.
• Skills:
• Strong customer handling and communication skills.
• In-depth knowledge of vehicle servicing and maintenance processes.
• Proficient in CRM software and customer management tools.
• Excellent problem-solving and conflict resolution abilities.
• Customer-Centric Mindset: A passion for delivering exceptional customer service and improving the overall customer experience.
• Team Leadership: Ability to manage and motivate a team to achieve customer service excellence.
• Analytical Skills: Strong data analysis skills to assess customer trends, feedback, and CRM performance.

Educational Qualification:

• Bachelor's degree in Business Administration, Marketing, or related field (preferred).

Compensation:

• Competitive salary with performance-based incentives.
• Health benefits and other perks.