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Customer Relationship Manager - After sales

7 - 10 yrs
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Not Disclosed by Recruiter Openings: 1 Posted 30+ days ago Job Applicants: 138 Job Views: 788

Job Description

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    Design customer relationship programs / frameworks in association with senior management to achieve high degree of customer satisfaction at the dealership

    Conduct annual, quarterly and monthly analysis of department performance (target vs. achievement) Maintain and monitor customer relations department KPIs for business analysis and forecasting Facilitate reviews and inputs for business planning to improve processes with CEM, Mystery shopping and Audit score Ensure sustained customer contact initiatives from the Customer Relations team, especially on special occasions, dealership events and new Audi offering communications

    Provide quality feedback and update to the dealership management and the sales team on the overall quality of customer interactions and highlight issues if any

    Sale & Delivery Process Analyze feedback from prospective customers on test drive experience and the overall dealership experience Ensure timely delivery of the vehicle and a delightful vehicle handover ceremony for the customer

    Ensure a complete explanation of vehicle technical features and controls at the time of vehicle handover at the dealership or at a convenient location and time as per customer request

    Ensure congratulatory emails and key vehicle information (warranty, service plans and 24x7 RSA) are shared with the customers

    Ensure introduction of the after - sales partner to the customer during delivery and offer customers membership to the Audi Club

    Post sale, seek and analyze customer satisfaction feedback (PSF) on the overall Audi sales experience. Ensure resolution of open issues

    Manage synthesis of customer complaints from all sources (Skelta, PSF and all other sources) and ensure appropriate communication to relevant stakeholders and create action plans for complaint closure

    Track the progress and resolution of customer complaints with relevant stakeholders and escalate to dealership senior management if required

    Ensure appropriate handling and allocation to sales team of all incoming enquiries from tele - in or web sources

Salary: Not Disclosed by Recruiter

Industry: Automobile, Auto Anciliary, Auto Components

Functional Area: Sales , Retail , Business Development

Role Category:Corporate Sales

Role:Client Servicing/Key Account Manager

Employment Type: Full Time, Permanent



UG: Any Graduate - Any Specialization

PG:Post Graduation Not Required

Company Profile:


Audi - the German luxury car manufacturer As a manufacturer of high - quality and innovative luxury cars, Audi is one of the worlds leading premium brands and is among the most admired on the world market. The basis of its success comprises pioneering concepts in the domains of advanced technology and design. Audi is represented in 110 countries worldwide and since 2004, Audi has been selling its products on the Indian market.
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