**BMW Munich Motors, RaipurPosition: CRM – After Sales (Customer Relationship Manager / Executive)**
**Job Purpose**
To enhance customer satisfaction, retention, and loyalty by managing the complete after\-sales customer journey in line with **BMW premium standards**.
**Key Responsibilities**
**Customer Engagement \& Communication**
- Manage **inbound \& outbound customer interactions**
- Ensure timely **service reminders (periodic maintenance / insurance / warranty)**
- Conduct **post\-service feedback calls**
- Maintain strong **customer relationships \& engagement**
**CRM Management**
- Maintain accurate **customer database \& CRM system**
- Track **service history, follow\-ups \& feedback records**
- Ensure **100% data hygiene** as per BMW guidelines
**Complaint Handling \& Escalation**
- Handle **customer complaints professionally**
- Ensure **quick resolution (TAT adherence)**
- Coordinate with **Service Advisors \& Workshop Team**
- Escalate critical issues to management when required
**Customer Retention \& Loyalty**
- Drive **repeat service business**
- Plan \& execute **retention activities / service campaigns**
- Support **AMC, extended warranty \& value\-added services**
**Performance Tracking \& Reporting**
- Monitor **Customer Satisfaction Index (CSI)**
- Prepare **daily / weekly / monthly reports**
- Analyze customer feedback \& suggest improvements
**Coordination**
- Work closely with:
- Service Advisors
- Workshop Team
- Parts Department
- Ensure **seamless customer experience**
**Key KPIs**
- Customer Satisfaction Index (**CSI**)
- Customer Retention Rate
- Complaint Resolution TAT
- Repeat Visit Ratio
- CRM Data Accuracy
**Candidate Requirements**
- Graduate / MBA (preferred)
- 1–3 years experience in **Automobile CRM / After Sales**
- Excellent communication \& interpersonal skills
- Strong problem\-solving ability
- Customer\-first mindset
**Skills Required**
- CRM software knowledge
- MS Excel \& reporting
- Professional communication (Hindi \& English)
- Ability to handle pressure \& escalations
**Working Details**
- **Location:** Raipur
- **Industry:** Luxury Automotive (BMW Dealership)
- **Timings:** 09:30 AM onwards
**Compensation**
- Fixed Salary \+ Incentives (based on CSI \& retention)
**Why Join BMW Munich Motors?**
- Work with a **global luxury automotive brand**
- Exposure to **premium customer experience standards**
- Growth through **BMW training \& certification programs**
Job Types: Full\-time, Permanent
Pay: ₹25,000\.00 \- ₹35,000\.00 per month
Benefits:
- Cell phone reimbursement
- Health insurance
- Internet reimbursement
- Leave encashment
- Life insurance
- Provident Fund
Work Location: In person