Job Description
Overview of the role
We are seeking a dynamic and driven Customer Relations Manager to join our team. In this role, you will play a pivotal role in understanding our customers better, driving conversions, and fostering long-term loyalty through effective CRM strategies.
What you will do
- Spearhead CRM system selection and implementation, ensuring alignment with organizational objectives.
- Provide insights to Management on CRM proposals for informed decision-making.
- Develop clear data visualizations for senior management to understand customer behavior trends.
- Actively manage CRM Portal for efficient data management and reporting.
- Prepare detailed monthly reports on customer satisfaction with improvement recommendations.
- Maintain thorough case history of customer complaints and resolutions.
- Synthesize information for customized reports aiding strategic decision-making.
- Assist in resolving customer complaints promptly for exceptional service delivery.
- Coordinate vehicle delivery, ensuring customer awareness of warranties and maintenance.
- Oversee customer follow-up programs to drive repeat business opportunities.
- Schedule service appointments, facilitating prompt resolution and follow-up.
- Engage in marketing initiatives for enhanced brand awareness across channels.
- Utilize CRM channels for effective conversion and retention rates.
- Proactively reach out to potential customers through targeted sales strategies.
- Implement strategies to retain and reward loyal customers for long-term relationships.
- Continuously assess and optimize customer relations strategies for evolving business needs.
Skills
What equips you for the role
- B.Sc. in Marketing Management or equivalent professional qualification in Marketing, Customer Relationship Management, such as full or part certification from SLIM/CIM or CMA.
- Minimum of 5 years working experience in the automotive market with a solid understanding of the sector.
- Proven track record in managing a large customer base and working with extensive datasets.
- Expertise in analytical tools such as advanced Excel, Power BI, or other CRM analytics platforms.
Required skills to be successful
- Excellent verbal and written communication skills, with the ability to interact with various customers and stakeholders.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
- Demonstrated ability to build strong relationships with customers and stakeholders to identify and address their needs effectively.
- Strong analytical thinking, problem solving, resourcefulness and time management capabilities.
- Commitment to excellence and attention to detail.
- Exceptional organizational skills.
- Self-motivated and capable of working autonomously to meet objectives.
Job Details
- Job Location
- Sri Lanka
- Company Industry
- Retail & Wholesale
- Company Type
- Employer (Private Sector)
- Job Role
- Sales
- Employment Type
- Full Time Employee
- Monthly Salary Range
- Unspecified
- Number of Vacancies
- 1
