CRM Sales & Service
BJR GROUP
Date: 4 days ago
City: Warangal, Telangana
Salary:
₹25,000
-
₹35,000
per month
Contract type: Full time
Skills:
Life Cycle Communication, CSI Improvement, Complaint Management, Strategic Planning, Customer Data updation, Data Analysis, Post Sales / Service Follow ups, Customer Handling,
Objective of Job
CRM is primarily responsible for planning & execution of all the CRM activities to ensure highest level of customer satisfaction and also ensure customer retention.
Qualification on Basics: Any Bachelors degree
Experience (type of): 5 plus years of experience in CRM / Sales / After sales / Marketing etc
Specialized Knowledge
Sensitive to customer needs and expectations.
Excellent communication and interpersonal skills
Has to have a passion and flare for Customer Relations
Has to have a creative bent of mind, open to new ideas, high level of motivation and commitment towards the brand
Job Designation/Field Of Work
1 CRM Planning:
CRM activities planning for the CY in terms of Budget, activities and resources
Monthly and quarterly planning of CRM activities in consensus with DP, CEOs and HODs
2 Life cycle communication
Define customer life cycle communication in coordination with AL CRM team
Develop necessary tools (DM, brochures, greetings etc) required for life cycle communication
Implement customer life cycle communication to increase customer retention
3 CSI Improvement
Discuss with respective HODs develop an action plan for CSI improvement at the dealership.
Develop and implement a mechanism to capture customer feedback at various stages in sales process (like test drive feedback, feedback on overall sales experience etc)
Capture customer feedback post-delivery through feedback form and analyze the customer feedback
Develop counter measure to eliminate negative feedback from customers in future
Regular updating of Customer Data in DMS
Coordinate with AL CS team and marketing team for CSI surveys.
Provide feedback to sales department on customer complaints or any other issues that may affect Customer satisfaction
4 Complaint Management
Implement Complaint Management process as defined by AL
Capture, record and monitor customer complaints on regular basis
Conduct root cause analysis of all the complaints
Implement action plan to minimise complaints.
Implement action plan to reduce complaint resolution time
Life Cycle Communication, CSI Improvement, Complaint Management, Strategic Planning, Customer Data updation, Data Analysis, Post Sales / Service Follow ups, Customer Handling,
Objective of Job
CRM is primarily responsible for planning & execution of all the CRM activities to ensure highest level of customer satisfaction and also ensure customer retention.
Qualification on Basics: Any Bachelors degree
Experience (type of): 5 plus years of experience in CRM / Sales / After sales / Marketing etc
Specialized Knowledge
Sensitive to customer needs and expectations.
Excellent communication and interpersonal skills
Has to have a passion and flare for Customer Relations
Has to have a creative bent of mind, open to new ideas, high level of motivation and commitment towards the brand
Job Designation/Field Of Work
1 CRM Planning:
CRM activities planning for the CY in terms of Budget, activities and resources
Monthly and quarterly planning of CRM activities in consensus with DP, CEOs and HODs
2 Life cycle communication
Define customer life cycle communication in coordination with AL CRM team
Develop necessary tools (DM, brochures, greetings etc) required for life cycle communication
Implement customer life cycle communication to increase customer retention
3 CSI Improvement
Discuss with respective HODs develop an action plan for CSI improvement at the dealership.
Develop and implement a mechanism to capture customer feedback at various stages in sales process (like test drive feedback, feedback on overall sales experience etc)
Capture customer feedback post-delivery through feedback form and analyze the customer feedback
Develop counter measure to eliminate negative feedback from customers in future
Regular updating of Customer Data in DMS
Coordinate with AL CS team and marketing team for CSI surveys.
Provide feedback to sales department on customer complaints or any other issues that may affect Customer satisfaction
4 Complaint Management
Implement Complaint Management process as defined by AL
Capture, record and monitor customer complaints on regular basis
Conduct root cause analysis of all the complaints
Implement action plan to minimise complaints.
Implement action plan to reduce complaint resolution time
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