Hiring for CRM

Job Description

The Customer Relationship manager is the owner for delivering the envisaged RE experience to the customer. He is the custodian of the RECODE program at the dealer. He is the primary owner of the complaints and the feedback process at a Royal Enfield setup. He will be in charge of ensuring adherence to the infrastructure and upkeep norms as set by Royal Enfield1. Primary Responsibilities: a) Customer Relationship Management 1.Conduct 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.2.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 dealership3.Track and monitor customer relations initiatives and provide guidance and course corrections to ensure high effectiveness of the CR programs and initiatives4.As a key owner for all the customer relation processes, ensure seamless integration of customer interactions and information flow across all customer touch points5.Conduct 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 initiatives6.Analyze customer satisfaction levels and define customer specific plans to ensure delight for all current and prospective customers7.Provide quality feedback and update to the dealership management and the sales team on the overall quality of customer interactions and highlight issues if any8.Maintain and monitor Sales and Service divisions customer relations department KPIs (including CSI) for business analysis9.Monitor and own all customer satisfaction process in sales and service, and ensure high performance for the dealership on all customer satisfaction scores10.Conduct regular reviews of CSI with the Sales and Service senior management and highlight areas of concern and define an overall action plan11.Monitor the implementation and effectiveness of planned customer specific initiatives12.Independently engage with customers to take feedback and drive process improvement especially those with low CSI scores13.Consolidate best practices across the industries around customer delight and drive new and innovative initiativesb) Complaint management a.Resolving Customer complaints timely and effectively and taking steps to ensure such complaints are avoided in futureb.Track implementation of corrective action and take action in case of non-conformancec.Closing all the customer complaints in CRMDMS after appropriate resolutiond.Meeting customer in field for resolution of complaintsc) Feedback collection a.Planning daily, weekly and monthly customer contact process to be followed by the CRM team for feedbackb.Diagnose the root cause for the customer complaints and determine accountabilityc.Discuss customer feedback (positive and negative) in daily sales meetingd.Action plan the issue with the concerned team and fix time for resolutiond) Lost Case Analysis a. Prepare an analysis of the lost cases [enquiries, test ride, booking] by reasonb. Create an action plan in discussion with the sales and delivery teams and CRE for improvementc. Implement the action plan initiatives after sign off from the ASMe) Generate Service Appointments a. Monitor the service marketing executives, set monthly and daily calling and appointment generation targetsb. Ensure a healthy flow of fresh service appointments for the workshopc. Coach service marketing executives on effective marketing techniquesd. Design and lead initiatives to bring back lost service customersf) Adherence to norms a.Ownership of the RECODE process implementation and adherence to store and workshop normsb.Regular audit of above with the CRE store and workshopc.Calculate, track and monitor the KPI of each member of organization and assist HR manager in deciding compensation, appraisals and incentivesd.Ensure Store and workshop upkeep as pe r norms2. Recruitment profile: a. Educational Qualifications: MBAb. Industry: Auto [4 wheeler preferred], Hospitality, Finance/ Insurance, Retail, Communicationsc. Minimum experience: 6 years, at least 1 year in Auto Workshop and 1 year in customer facing role, Managerial experience of 1 year, Minimum 2 years in autod. Profile: extensive experience in managing and leading a team, strong focus on customer experience management, adherence to processes and normse. Passions/ Interests: Passionate about Royal Enfield and motorcycling, owns/ rides one himself, interested in travelling and exploringf. Competencies/ Skills/ Knowledge:i. Customer Orientation and Relationship Managementii. Problem Solving and Decision Makingiii. Objection Handlingiv. Technical knowledge of Automobilev. Result Orientationvi. People Managementvii. Initiative,

Keyskills :
ustomer experience management corrective action customer contact business analysis case analysis root cause information flow senior management service marketing annual planning customer satisfaction index