Conduct annual planning and budgeting for the customer relations department (both Sales and Service) in alignment with Company goals
Define customer relationship programs and key initiatives for Sales and Service divisions to achieve customer satisfaction index at the dealership
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
Analyse customer satisfaction levels and define customer specific plans to ensure delight for all current and prospective customers
Conduct internal meetings with Sales, Service and Marketing team to create action plans, allocate responsibilities and set internal deadlines for driving key CR initiatives
Provide quality feedback and update the sales team on the overall quality of customer interactions and highlight issues if any
Maintain and monitor Sales and Service divisions customer relations department KPIs (including CSI) for business analysis
Conduct regular reviews of CSI 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
Consolidate best practices across the departments around customer delight and drive new and innovative initiatives
