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Job Description

Conduct annual planning and budgeting for the customer relations department (both

Sales and Service) in alignment with Royal Enfield India goals and the dealership senior

management ensuring complete process adherence laid down by Royal Enfield India.

2. Define customer relationship programs and key initiatives for Sales and Service divisions

in association with the dealership senior management to achieve customer satisfaction

index at the dealership

3. Track and monitor customer relations initiatives and provide guidance and course

corrections to ensure high effectiveness of the CR programs and initiatives

4. As a key owner for all the customer relation processes, ensure seamless integration of

customer interactions and information flow across all customer touch points

5. Conduct internal meetings with the customer relations team and senior Sales, Service

and Marketing team to create action plans, allocate responsibilities and set internal

deadlines for driving key CR initiatives

6. Analyze customer satisfaction levels and definecustomer specific plans to ensure delight

for all current and prospective customers

7. 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

8. Maintain and monitor Sales and Service divisions customer relations department KPIs

(including CSI) for business analysis

9. Monitor and own all customer satisfaction process in sales and service, and ensure high

performance for the dealership on all customer satisfaction scores

10. Conduct regular reviews of CSI with the Sales and Service senior management and

highlight areas of concern and define an overall action plan

11. Monitor the implementation and effectiveness of planned customer specific initiatives

12. Independently engage with customers to take feedback and drive process improvement

especially those with low CSI scores

13. Consolidate best practices across the industries

Key Skills

  • Customer Orientation And Relationship Management
  • Problem Solving And Decision Making
  • Objection Handling
  • Technical Knowledge Of Automobile
  • Result Orientation
  • People Management
  • Initiative

Industry

Hotel / Travel / Airline / Hospitality

Functional Area

Hotel / Travel / Airlines

Number of Vacancy

1

Education

M.B.A/PGDM


About Royal Enfield

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