Customer Relationship Manager

Key Responsibilities Database Management & Retention: Maintain and update the customer database with vehicle details, tyre sizes, purchase dates, and current mileage. Run automated or manual reminder campaigns for tyre rotation, wheel alignment, and wheel balancing schedules (usually every 5,000 to 10,000 km). Identify and target customers due for tyre replacements based on past purchase timelines. Customer Feedback & Escalations: Conduct post-service follow-up calls to take feedback on tyre fitment, alignment accuracy, and staff behavior. Act as the first point of contact for customer complaints, technical issues, or tyre warranty claims, coordinating directly with tyre manufacturers for inspections. Loyalty & Marketing Campaigns: Execute promotional campaigns, seasonal safety checks, and festival offers via SMS, WhatsApp, or email. Oversee loyalty point systems, referral programs, and corporate tie-ups to increase footfall. Front-Desk Support & Upselling: Assist the counter sales team during peak hours by greeting walk-ins and logging customer details into the CRM software. Educate customers on extended tyre warranties, road hazard protection plans, and value-added services (like nitrogen inflation or alignment packages).