CRM Manager

Role Purpose: To manage the overall customer relationship function of the dealership and ensure high levels of customer satisfaction, retention, complaint resolution and compliance with Honda customer experience standards.

• Key ResponsibilitiesManage and supervise the CRE/customer care team.
• Plan daily customer calling and follow-up activities.
• Monitor:
• Service reminder calls
• Post-service follow-up
• Sales delivery feedback
• Customer complaints
• Lost customers
• Insurance renewal follow-up
• Exchange campaigns
• Customer retention activities
• Monitor customer satisfaction and dealership CSI performance.
• Personally handle serious or escalated customer complaints.
• Coordinate complaint resolution with:
• Service Manager
• Sales Manager
• Workshop Supervisor
• Service Advisors
• General Manager/Dealer Principal
• Ensure all complaints are closed within the agreed timeline.
• Identify repeat complaints and recurring operational problems.
• Analyse negative customer feedback and recommend corrective action.
• Monitor CRE calling productivity and quality.
• Conduct call audits and coaching for CREs.
• Maintain CRM/DMS database accuracy.
• Generate daily, weekly and monthly CRM reports.
• Analyse customer retention trends.
• Identify inactive/lost customers and run reactivation campaigns.
• Coordinate customer engagement activities, service camps and promotional campaigns.
• Track Google reviews and other customer feedback channels where applicable.
• Ensure Honda-mandated customer follow-up processes are followed.
• Conduct regular review meetings with Sales and Service departments.
• Maintain confidentiality of customer information.
• Key Performance Indicators – KPIsCustomer Satisfaction Index / CSI
• Complaint closure time
• Repeat complaint percentage
• Customer retention percentage
• PSF completion
• Service reminder conversion
• Lost customer recovery
• Customer database accuracy
• CRE productivity
• Negative feedback resolution
• Appointment conversion
• Customer review/feedback trends
• Preferred CandidateGraduate/Postgraduate preferred
• 3–6 years relevant experience
• Automobile dealership experience strongly preferred
• Previous CRM/customer care/team handling experience
• Strong Excel and reporting skills
• Good Telugu and English communication
• Strong complaint-handling ability
• Good leadership and analytical skills