CAG Enterprises Yamaha jobs - Customer Relationship Manager

Customer Relationship Manager Job Description- Yamaha Dealership Showroom.

CAG ENTERPRISES- Candidates only in Automobile 'Bike or Car' Industry Back ground

We are looking for an experienced Customer Relationship Manager to be responsible for engaging with key customers by building and preserving trusting relationships. The Customer Relationship Manager will constantly identify opportunities to grow the customer base and build positive relationships with new clients. You should also be strategic and analytical when finding solutions to problems to ensure maximum client satisfaction.

Customer Relationship Manager Responsibilities:

• Building and maintaining profitable relationships with key customers.
• Overseeing the relationship with customers handled by your team.
• Resolving customer complaints quickly and efficiently.
• Keeping customers updated on the latest products in order to increase sales.
• Meeting with managers in the organization to plan strategically.
• Expanding the customer base by upselling and cross-selling.
• Understanding key customer individual needs and addressing these.
• Conducting business reviews using CRM programs.
• Knowing your competition and strategizing accordingly.
• Conduct annual planning and budgeting for the customer relations department (both Sales and Service) in alignment with Yamaha goals and the dealership senior management ensuring complete process adherence laid down by Yamaha Corporate
• 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 dealership
•  Track and monitor customer relations initiatives and provide guidance and course corrections to ensure high effectiveness of the CR programs and initiatives
•  Analyze customer satisfaction levels and define customer specific plans to ensure delight for all current and prospective customers.
•  Maintain and monitor Sales and Service divisions customer relations department KPIs (including CSI) for business analysis.

 Complaint management

a. Resolving Customer complaints timely and effectively and taking steps to ensure such complaints are avoided in future

b. Track implementation of corrective action and take action in case of non-conformance

c. Closing all the customer complaints in CRMDMS after appropriate resolution

d. Meeting customer in field for resolution of complaints.

Feedback collection

a. Planning daily, weekly and monthly customer contact process to be followed by the CRM team for feedback

b. Diagnose the root cause for the customer complaints and determine accountability

c. Discuss customer feedback (positive and negative) in daily sales meeting

d. Action plan the issue with the concerned team and fix time for resolution.

Generate Service Appointments

a. Monitor the service marketing executives, set monthly and daily calling and appointment generation targets

b. Ensure a healthy flow of fresh service appointments for the workshop

c. Coach service marketing executives on effective marketing techniques

d. Design and lead initiatives to bring back lost service customers.

Customer Relationship Manager Requirements:

• A bachelor’s degree in Administration or related field.
• A minimum of 3+ years’ experience. 'Only Female'.
• Excellent interpersonal and communication skills.
• Proficient in all Microsoft applications.
• Superior product knowledge.
• A team player with leadership skills, and people management.
• Maintain a positive attitude focused on customer satisfaction.
• Problem Solving and Decision Making.
• Objection Handling
• Technical knowledge of Automobile Must.