The Assistant Manager – Customer Relationship is responsible for supporting the Customer Relationship Manager in enhancing the overall customer experience at the dealership. This role focuses on building long-term customer loyalty, ensuring satisfaction throughout the sales and after-sales processes, resolving issues efficiently, and contributing to customer retention initiatives.
Key Responsibilities:
- Assist in managing daily customer relationship operations and inquiries, both in-person and via phone/email.
- Support sales and service teams in delivering a consistent and high-quality customer experience.
- Maintain contact with customers throughout the vehicle purchase and ownership lifecycle.
- Handle customer complaints and concerns with professionalism and timely resolution.
- Monitor customer feedback and satisfaction through surveys, follow-ups, and CRM tools.
- Help implement customer loyalty programs and retention strategies.
- Coordinate with departments (Sales, Service, Finance) to ensure seamless service.
- Maintain accurate and updated customer records in the CRM system.
- Support event planning and customer engagement initiatives (e.g., test drive events, appreciation days).
- Train front-end staff on customer service protocols and dealership standards