Job Description – Customer Delight Manager

Job Title: Customer Delight ManagerJob Holders Name: Swapnil SharmaDepartment: Customer RelationsPosition Type: Full-timeReporting To: CEO / MD

Reporting Staff:Customer Relations Manager, Customer Care Manager

Responsible on absence CRM Sales & After SalesResponsible on absence others

CRM Sales & After Sales

Job Description:

1. Primary Responsibilities:a) Customer Relations Management Planning

Conduct annual planning and budgeting for the customer relations department (both Sales and Service) in alignment with Audi India goals and the dealership senior management

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

Maintain database of customers as A/B/C in order of their importance from a potential revenue generation perspective

b) CRM Oversight and Complaints Management Track and monitor customer relations initiatives and provide guidance and

course corrections to ensure high effectiveness of the CR programs and initiatives

As a key owner for all the customer relation processes, ensure seamless integration of customer interactions and information flow across all customer touch points

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

Analyze customer satisfaction levels and define customer specific plans to ensure delight for all current and prospective customers

Maintain database of existing customers and run an efficient program to engage them for reference sell as well as for overall revenue generation

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

Track progress and resolution of customer complaints at a fortnightly / monthly duration

Ensure driving of My Audi registration through the customer relations team Provide guidance and support to the CR team in ensuring appropriate

escalation and resolution of customer complaints by coordinating with relevant department heads.

Conduct CSS analysis and drive Kundentish meeting regularly as per Audi India guidelines

Conduct Sales Consultant\Service Advisor wise root cause analysis regularly to identify gaps in process quality which impact customer satisfaction

c) Customer Relations Performance Tracking Maintain and monitor Sales and Service divisions customer relations

department KPIs (including CSS) for business analysis and forecasting Monitor and own all customer satisfaction process in sales and service, and

ensure high performance for the dealership on all customer satisfaction scores

Conduct regular reviews of CSS and PSF with the Sales and Service senior management and highlight areas of concern and define an overall action plan

Monitor the implementation and effectiveness of planned customer specific initiatives

Independently engage with customers to take feedback and drive process improvement

Consolidate best practices across the industries around customer delight and drive new and innovative initiatives

d) Organization Champion the cause of customer delight by proactively planning customer

relationship skill development initiatives for the CR team and other customer facing staff

Ensure all performance management activities of the Customer Relations department are completed timely and satisfactorily

e) Audits Champion the adherence to process & infrastructure Audits with the help of

appropriate stakeholders2. Measures (Reports):

Retail Standards Sales (RSS)

Retail Standards Aftersales (RSAS)

Dealership Ranking in CSS - Sales Dealership Ranking in MSS - Sales Dealership Ranking in CSS - Aftersales Dealership Ranking in LiS Test - Aftersales

Customer complaints closed as a % of total customer complaints (Sales + Aftersales

Complaint Closing days (Sales + Aftersales)

No. of CDM initiatives towards customer delight Customer Care Department Attrition Kundentisch - Sales & Aftersales