K P Automobiles Pvt Ltd Looking for Customer Relationship Manager at Ranchi

Customer Relationship Manager – Automobile Cars

– To drive continuous improvement through existing customer feedback systems.

DUTIES AND RESPONSIBILITIES:

– In-charge of customer care back office.

– Accountable for CCCF management, MIS, concern age analysis and other reports.

– Analyze root causes for dissatisfaction and driving corrective and preventive actions.

– Accountable for keeping high standards of housekeeping in customer interaction areas (e.g. Reception, Customer Lounge, etc.)

– Drive service marketing activities through tele-calling to improve vehicle retention.

– Planning customer events/clinics to build strong relationships with customers.

– Pareto analysis of customer concern by using 7 QC tools.

– Upkeep of process circular file and sharing with all concerned

– Manage and direct the telecall team and customer satisfaction survey every month.

– Obtain NPS (Net Promoter Score) and Customer satisfaction score for each franchise

– Derive the VOC (Voice of customers) and infer Kaizen activities contributing to continuous improvement on procedure and processes in the customer interface.

– Promote customer interaction and collect Feedback forms; identify suggestions and pain points from customers.

– Continuous communication with departments to convey customer feedback (suggestions / pain points / positive points).

– Proactively strive actions based on customer feedback.

– Conduct and lead complaint resolution meeting weekly and kaizen meeting monthly.

– Conduct Customer care staff meeting every quarter;

– Organize behavioral and technical training for c care staff in co-ordination with ALC and STC respectively.

– Co-ordinate with TMC (through Divisional office) and maintain MIS data to respond as and when needed on CRM parameters)

– Upload CR data for CR awards periodically in co-ordination with D.O.

– Organise Annual CR champion competition Event to identify CR Champion of the year, as per TMC guidelines and direction.

– Managing ISO QMS requirements of Customer care department.

Qualification And Experience:

1. Engineers in any discipline with Management qualification with around 10+ years of experience with a leading Automotive OEM’s CRM department. Age 32-40.

2. Should possess technical expertise with CRM and analytical tools / systems.

3. Knowledge on Warranty policy, warranty norms by Principals

4. Service regularity requirements

5. Expertise on Customer Survey; Formation of questionnaires

6. Data sampling

7. Allocation to staff

8. Inference of VOC.

9. Hands-on experience Customer Surveys

10. Through an understanding of the NPS and CS index.

11. Identifying Kaizen activities and follow up.

12. Expertise on SAP C4C

13. M.I.S Data