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PRM- After Sales
Sundaram Motors
Bengaluru / Bangalore

About Company:
T V Sundram Iyengar & Sons Private Limited, established a Vehicle Dealership in Chennai for handling Cars and Commercial Vehicles and thus SUNDARAM MOTORS was born on August 13, 1945. In 1946, the Company acquired the present premises and their Workshop was built in 1947 to provide for rapid expansion in the business activities.

Over the years, Sundaram Motors has added dealerships for distribution and service of vehicles manufactured by Volkswagen , Honda, Mercedez-Benz

Job Details:
Qualification & Experience:

• Graduate in Engineering/Commerce/Arts.

• 5-6 years of experience in Luxury automobile/ automobile retail market.

Job Summary:


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
Job Reference Code: hoodi 03
Salary: 3.0-5.45 LPA
Qualification: Any Graduation
Job Segment: Cars
Experience: 5 - 10 yrs
Job Type: FULL TIME

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