The Customer Relationship Manager (CRM) is the primary owner for delivering the complete Royal Enfield customer experience. This role focuses on managing customer feedback, resolving complaints, improving CSI scores, and coordinating with Sales & Service teams to enhance overall customer satisfaction.
Key Responsibilities
1?. Customer Relationship Management
Conduct internal meetings with CRE, SME, and Sales teams to set targets and action plans for customer satisfaction.
Provide regular feedback to dealership management on customer interaction quality.
Monitor Sales & Service customer relation KPIs, including CSI scores.
Review CSI reports and define improvement action plans with the concerned teams.
Engage directly with customers, especially those giving low CSI scores, to understand issues and improve experience.
2?. Complaints Management
Ensure timely resolution of customer complaints and implement preventive actions.
Track corrective actions and handle non-conformance cases.
Close all customer complaints in CRM-DMS with complete documentation and resolution notes.
3?. Feedback Collection & Analysis
Monitor daily/weekly/monthly feedback calls and processes.
Diagnose root causes behind complaints and assign accountability.
Discuss customer feedback (positive & negative) in daily sales meetings.
4?. Lost Case Analysis
Analyse lost cases (enquiry, test ride, booking) by reason and create recovery plans.
5?. Generate Service Appointments
Monitor SME performance and set calling/appointment generation targets.
Prepare the service marketing dashboard and share it with Service Manager / Dealer Principal / RECODE Champion.
2-5 years total
Minimum 1 year in a customer-facing role
Profile Requirements
Strong leadership and team management experience
Deep focus on customer experience and satisfaction
Ability to analyse data and generate insights
Passion for Royal Enfield and motorcycling is a strong plus