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Customer Relationship Manager
Rajasree Motors Private Limited
Cochin

About Company:
Rajasreee Motors Pvt Ltd., the authorized dealer of Merccedes-Benz Passenger Cars in Kerala and is the Flag Bearer Business entity of the Flagship of Msanikandan Group, established in 1966 by our founder Late Mr. A Srinivasan. With just a handful of imported cars to service and a team of dedicated and loyal employees, our beloved Chairman introduced the art of customer care experience that embodies the spirit of luxury, prestige and value.
What started off as a repair facility for imported cars is now the icon of excellence with a state-of-the-art Sales Showroom and Customer Services facility. Rajasree Motors Pvt. Ltd., is the proud dealer for Mercedes-Benz Passenger Cars in Kerala in 1997 and with 22 years of unmatched trust and is currently the No.1 dealer in Customer Satisfaction for Mercedes-Benz in India.
Today, the company operates under the guidance and leadership of his sons Mr S Sivakumar as the Managing Director & Mr. S Krishnakumar as the Executive Director of the company.
We have our State-of-the-Art showrooms at Cochin, Alwaye & Thiruvananthapuram. Our service centers are at Maradu & Thrikkakara in Cochin and Kochu-Veli in Thiruvananthapuram in Kerala.
Our dealership has more than 300 dedicated employees, who are professionally and technically trained. We are committed to ensuring our commitment.

Job Details:
As a Customer Relation Manager you are fully responsible for planning & execution of all PRM activities to ensure highest level of customer satisfaction and customer retention. You ensure that predefined goals are met and measures to maintain customer relations are well implemented. Your key responsibilities are:

• PRM activities planning for the current year in terms of Budget, activities and resources.

• Monthly and quarterly planning of PRM activities in consensus with DP, CEO’s and HOD’s.

• Identify and control the relevant drivers as well as develop and consistently implement measures, with the aim of continuous retention and improvement of customer satisfaction (CSI).

• Ensure consistent customer relations management (CRM) across divisions and after sales stages.

• Develop necessary tools (direct mailers, brochures, greetings etc.) required for life cycle communication.

• To ensure Implementation customer life cycle communication to increase customer retention.

• Discuss with respective HODs’ and develop an action plan for CSI improvement at the dealership.

• Develop counter measure to eliminate negative feedback from customers in future.

• Coordinate with MB India CRM team and after sales marketing team for CSI surveys.

• Provide feedback to after sales department on customer complaints or any other issues that may affect Customer satisfaction.

• Capture, record and monitor customer complaints on regular basis.

• Conduct root cause analysis of all the complaints from all sources.

• Implement action plan to minimize complaints.

• Act as one point contact with the customers for all customer complaints.

• Handle dis-satisfied customers who have raised complaints through all sources.

• Coordinate with sales and after sales department HOD’s, Dealer principle for closure of all the After Sales complaints as per the set time line.

• With the support of telemarketing team & After sales team , old customer database cleaning has to be done, in terms of checking and updating the contact and address of old customers (> 1year).

• E-dealer monitoring for data quality.
Job Reference Code: CRM-01
Salary: 3.25-4.33 LPA
Qualification: Any Graduation
Job Segment: Premium Cars
Experience: 4 - 9 yrs
Job Type: FULL TIME

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