B.U.Bhandari Motors Pvt. Ltd Hiring for Customer Care Manager Sales at Pune, Maharashtra

Job description

Lead CRM Sales

Objective of Job

Lead CRM Sales is primarily responsible for leading the respective functional teams of the dealership so as to achieve dealership business objectives. Managing employees and controlling business processes in own area of responsibility. Ensuring Sales, Quality, Customer. satisfaction and high level of experience are maintained to develop a customer-oriented, profitable and high turnover. business in new and used vehicles, Accessories, Sales and Services and further products and services.

Qualification

Basics: Any Bachelors/Masters degree or MBA is preferred

Experience (type of): experience in CRM/ Marketing/ Advertising (preferably with auto / consumer durable / FMCG /hospitality industry/ Aviation).

― AH 100 /250- 8-10 years

― AH 500/AH 1000 – 10 to12 years

Specialized Knowledge:

Leadership and decision making skills

Ability to align marketing and CRM activities towards business goals

Excellent communication skills

Customer oriented approach

Managing and dealing with external agencies

People orientation and team management

Analytical skills

Event management skills

Roles and Responsibilities

Customer Relationship Management:

Representative Tasks

 Representing the company and the brand as a whole, both internally and externally

 Developing and fostering positive relations with the employee representatives and interest groups

 Decisions making on behalf of the Dealership Management for the customer

 Taking decisions on implementation of countermeasures

 Deciding on expenditures to ensure Customer Satisfaction and controlling escalations

Life Cycle Management

 Responsible for retention/life cycle management activities at the dealership

 Coordination with Marketing team for planning and executing LCM events and activities (cold calls, digital etc.)Lead Management, Data Management, Touch points

 Implement Lead Management process as defined by MB India

 Co-ordination with Contact Centre, MBIL CRM, Marketing and Sales team for smooth functioning

 Internal Co-ordination with PRMs, PRE’s Tele-calling team & Sales Team

 Analysis of Complete Sales Funnel

 Monthly reporting to MBIL

 Ensure updation of Customer database at predefined frequency

 Ensure that staff is prepared/informed for planed visits of customers for a tailor-made treatment during his visit

 Establishing and managing dealer Call Center operations

Analysis, improvement, development of new CRM activities (also according to the requirement list)

CSS Analysis

 Responsible for undertaking CSS Analysis

 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)

 Analyze customer feedback received through various touchpoints and develop counter measures to

eliminate negative feedback from customers in future

 Provide feedback to Sales department on customer complaints or any other issues that may affect CSS

Training

 Identification of staff training requirements

 Proactive identification for improvement of employee (soft) skills

 Planning of Customer-centricity training for employees (in co-ordination with DIT)

Events

 Involvement in Dealer events

 Ensure high quality and satisfaction with customer delight factor

 Dealer representative of dealer at the events

 Personalized contact for VIP customers

 Planning and ensuring lead generation from events in coordination with Marketing team and ensuring

effective lead management

Requirement list

 Analysis, improvement, development of touch point activities to ensure customer satisfaction and delight

 Gather feedback for touch point activities from CSS and direct customer feedback

 Evaluate feedback and plan future activities based on the analysis

Sales Core Process

 Daily supervision of customer touch points (with personal involvement / direct contact wherever required)

 Ensure coordination between all departments in regard to customer touch points

 Implementation and realization of defined activities for each touch point of the requirement list

 Implementation of the defined ways to delight (interpersonal, quantifiable, surprising) within each touch point

 Responsibility for the daily execution of countermeasures based on the weekly analysis

 Dealer representative for all customer related topicsComplaint management

 Implement Complaint Management process as defined by MB India

 Keep an overview of open complaints and monitor broad process of resolution

 Root Cause Analysis and countermeasure planning of all internal & external customer complaints

 Have broad proactive measures taken towards resolution of the complaints

 Keep track of the complaint ratio

 Implement action plan to minimize complaints.

 Implement action plan to reduce complaint resolution time

Interested candidate can share resume by indeed or can whats app on 9011041123

Contact Person : Sushant Jagdale – HR

Job Type: Full-time

Salary: ₹50,000.00 – ₹70,000.00 per month

Benefits:

• Cell phone reimbursement
• Internet reimbursement
• Leave encashment
• Paid sick time
• Provident Fund

Schedule:

• Day shift

Supplemental pay types:

• Commission pay

Ability to commute/relocate:

• Pune, Maharashtra: Reliably commute or planning to relocate before starting work (Required)

Experience:

• total work: 10 years (Preferred)

Speak with the employer
+91 9011041123