Job Description: Customer Relation Head (CR Head)
Company: Ramani Group – Volkswagen Dealership Network
Location: Coimbatore, Tamil Nadu
Department: Customer Relations / Customer Experience
Experience: 7–10 Years
Industry: Automotive – Passenger Vehicles / Automobile Dealerships

Job Summary :

We are looking for an experienced and customer-focused Customer Relations Head (CR Head) to manage customer relations operations across the Volkswagen (VW) Ramani dealership network in Coimbatore. The ideal candidate will have strong experience in customer service management, customer relationship management (CRM), customer satisfaction, complaint resolution, and team leadership within the automotive passenger vehicle industry.

The CR Head will be responsible for overseeing the complete customer relations function, managing CREs and CRMs, improving customer satisfaction, handling escalations, and ensuring consistent customer service standards across the dealership network.

Key Roles and Responsibilities

1. Customer Relations Management

Manage the complete customer relations operations across the Volkswagen dealership network.
Develop and implement customer relationship strategies to improve customer satisfaction and retention.
Ensure consistent customer experience across all dealership touchpoints.
Monitor customer interactions and ensure timely responses to customer queries, concerns, and complaints.
Build strong customer relationships to improve loyalty and repeat business.

2. Team Leadership and Management

Lead, supervise, and guide Customer Relationship Executives (CREs), Customer Relationship Managers (CRMs), and other customer service personnel.
Set team targets, monitor individual performance, and ensure achievement of customer service objectives.
Conduct regular team meetings, performance reviews, and training sessions.
Establish clear processes for customer follow-ups, complaint management, and service quality monitoring.
Motivate team members to maintain high standards of professionalism and customer satisfaction.

3. Customer Complaint and Escalation Handling

Handle complex customer complaints and escalations related to vehicle sales, servicing, delivery, and after-sales support.
Coordinate with Sales, Service, Workshop, and other departments to resolve customer issues promptly.
Identify recurring complaints and implement corrective and preventive actions.
Ensure effective communication with customers throughout the complaint-resolution process.
Maintain accurate records of complaints, resolutions, and customer feedback.

4. Customer Satisfaction and Experience

Monitor customer satisfaction scores, customer feedback, and dealership service quality indicators.
Develop initiatives to improve customer experience throughout the vehicle ownership journey.
Ensure proper customer communication during vehicle booking, delivery, service appointments, and post-service follow-ups.
Conduct customer feedback analysis and implement improvement plans.
Support customer retention, loyalty, and positive dealership reputation.

5. CRM Operations and Performance Monitoring

Monitor CRM activities, customer databases, follow-up schedules, and customer communication records.
Ensure timely follow-ups with customers after vehicle delivery and service visits.
Track customer complaints, unresolved cases, feedback trends, and service recovery actions.
Prepare and review periodic MIS reports related to customer satisfaction, complaints, and team performance.
Ensure adherence to dealership and OEM customer relationship processes and service standards.

6. Coordination and Process Improvement

Work closely with Sales, Service, Workshop, and Management teams to ensure smooth customer handling.
Coordinate with Volkswagen regional or corporate teams wherever required for customer experience initiatives.
Identify operational gaps and recommend improvements in customer service processes.
Ensure compliance with dealership policies, customer handling procedures, and applicable OEM guidelines.
Support customer engagement activities, retention initiatives, and customer experience improvement programs.

Candidate Requirements

Experience: 7–10 years of relevant experience in customer relations, customer service, or CRM management.
Industry: Automotive passenger vehicle dealership experience is strongly preferred.
Experience managing customer relations operations and leading CRE/CRM teams.
Strong knowledge of customer complaint management, escalation handling, customer satisfaction, and retention.
Experience coordinating with Sales, Service, Workshop, and after-sales departments.
Good understanding of dealership operations, CRM systems, customer feedback mechanisms, and MIS reporting.
Excellent communication, interpersonal, problem-solving, and leadership skills.
Ability to manage multiple dealership locations and drive consistent customer service standards.
Strong customer orientation, analytical skills, and decision-making ability.

Key Performance Indicators (KPIs)

Customer satisfaction and experience scores.
Customer complaint resolution time and escalation closure rate.
Customer follow-up compliance and feedback collection.
Team productivity and CRM performance.
Customer retention and improvement in dealership service quality.
Compliance with OEM and dealership customer relationship standards.

Customer Relation Head - (Automotive Dealership )

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