**Customer Relationship Executive (CRE – Sales)**
**Location:** Raipur
**Department:** Sales (Front Office / CRM)
**Reports To:** CRM Manager / Sales Manager
**Role Purpose**
To deliver a **world-class BMW customer experience** by managing showroom reception, handling customer interactions, ensuring seamless coordination between departments, and maintaining high standards of customer satisfaction aligned with BMW brand values.
**Key Responsibilities1. Customer Experience & Reception Management**
- Greet and welcome all walk-in customers with **BMW premium hospitality standards**
- Ensure proper **customer profiling and requirement understanding**
- Assign customers to respective **Sales Consultants** efficiently
- Maintain showroom ambience, display standards, and customer lounge experience
**2. Lead Management & CRM Handling**
- Capture all **walk-ins, telephonic, and digital leads** in CRM system
- Ensure **100% lead entry accuracy and timely updates**
- Track lead status and follow-up coordination with sales team
- Monitor **lead conversion funnel** and escalate delays
**3. Customer Engagement & Follow-ups**
- Conduct **pre and post-visit follow-ups** with customers
- Ensure timely communication for **test drives, offers, and documentation**
- Maintain strong relationship with prospects to improve conversion
**4. Test Drive Coordination**
- Schedule and manage **test drive planning**
- Ensure **vehicle readiness, documentation, and driver availability**
- Collect feedback post test drive and update CRM
**5. Documentation & Reporting**
- Maintain daily reports:
- Footfall report
- Lead enquiry report
- Test drive report
- Ensure proper **documentation for bookings and deliveries**
- Support sales team in **invoice and delivery coordination**
**6. Customer Satisfaction (NPS Focus)**
- Ensure high **NPS (Net Promoter Score)** through excellent service
- Address customer concerns promptly and escalate when required
- Support in handling **customer complaints and resolutions**
**7. Coordination & Internal Communication**
- Coordinate between:
- Sales team
- Delivery team
- Accounts & finance
- Ensure smooth **vehicle delivery experience**
**8. Grooming & Brand Standards**
- Maintain **professional appearance and grooming as per BMW standards**
- Uphold **brand etiquette, communication tone, and premium behavior**
**Key Performance Indicators (KPIs)**
- Lead capture ratio (100%)
- Follow-up adherence rate
- Test drive conversion ratio
- Customer satisfaction score (NPS)
- Walk-in to enquiry conversion
- CRM data accuracy
**Required Skills & Competencies**
- Excellent **communication & interpersonal skills**
- Strong **customer handling and problem-solving ability**
- Knowledge of **CRM systems**
- Professional personality with **premium brand orientation**
- Multitasking and coordination skills
**Qualifications & Experience**
- Graduate in any discipline (MBA preferred)
- 1–3 years experience in **automotive / hospitality / luxury retail**
- Freshers with excellent personality can also be considered
**Preferred Profile**
- Experience in **luxury or premium segment**
- Strong command over **English & Hindi**
- Presentable, confident, and customer-focused
**Working Conditions**
- 6 days working (weekend mandatory)
- Rotational shifts as per showroom timings
**Why Join BMW Munich Motors**
- Work with a **global luxury automotive brand**
- Exposure to **premium clientele**
- Career growth in **sales & customer experience domain**
Job Types: Full-time, Fresher, Permanent
Pay: ₹12,000.00 - ₹25,000.00 per month
Benefits:
- Cell phone reimbursement
- Health insurance
- Life insurance
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person