Customer Relationship Manager

Job Description

Company Profile:

A leading automobile dealership group with decades of experience in the mobility sector. The organization represents multiple renowned automotive brands and focuses on delivering quality vehicles, customer-centric services, and innovative mobility solutions while building long-term relationships with customers.

Position Overview:

The organization is seeking an experienced Customer Relationship Manager to lead customer satisfaction, retention, and engagement initiatives at its Wakad, Pune dealership. This role is central to driving CSI performance, resolving customer concerns effectively, and building long-term customer loyalty. The ideal candidate will bring strong relationship management skills, a customer-first mindset, and the ability to coach front-line teams toward delivering an exceptional customer experience.

Qualifications:

• Any Graduate
• 8–10 years of experience in automobile sales training, customer relationship management, or a similar customer-facing role

Key Responsibilities:

• Customer Satisfaction & CSI Management — Own end-to-end CSI performance by administering in-dealership CSI surveys, analyzing customer satisfaction levels, monitoring CSI trends, and driving structured initiatives to consistently improve CS scores
• Customer Concern Resolution — Lead timely closure of customer concerns and complaints, ensuring issues are resolved amicably and root causes are addressed to prevent recurrence
• Customer Retention & Loyalty — Develop and execute relationship-building strategies with existing customers to improve retention, drive loyalty, and generate referrals
• CRM & Customer Engagement — Manage CRM activities and organize customer events/clinics to strengthen long-term customer relationships and enhance brand engagement
• Team & Standards Management — Maintain high standards of dealership presentation and housekeeping, and guide the front-line team through soft-skills coaching to elevate the overall customer experience

Skills Required:

• Strong people management and relationship-building skills with a high level of empathy
• Calm, patient, and composed demeanor when handling escalated customer concerns
• Pleasing personality with a charming, receptive, and professional communication style
• Strong analytical skills for interpreting CSI data, tracking trends, and driving improvement plans
• Proven ability to resolve customer concerns amicably while protecting retention outcomes
• Capability to coach and guide dealership staff on soft skills and customer experience standards

Special Requirements:

• Prior experience in a dealership CRM/Customer Relations role preferred
• Willingness to actively engage in customer-facing activities, events, and clinics
• Strong focus on maintaining dealership presentation and service standards