Customer Relations Manager | Group Marketing | Colombo 02
Customer Service / Public Relations / Call Center
About the Employer
Job Description
Customer Relations Manager
Who Are We?
Group Marketing | Colombo 02
Boasting a rich heritage of more than 74 years in the Automotive industry, Associated Motorways (Pvt) Ltd. (AMW) are the authorized agents for vehicle brands such as Nissan, Suzuki, Renault, Yamaha and New Holland tractors, supported by AMW Capital Leasing & Finance. The company is also a major manufacturer and exporter of industrial tyres since its inception. AMW is also the exclusive distributor of Castrol Lubricants represented by a strong dealer network, island wide. The company is a fully owned subsidiary of the Al-Futtaim Group, U.A.E.
Overview of the role
We are seeking a dynamic and driven Customer Relations Manager to join our team. In this role, you will play a pivotal role in understanding our customers better, driving conversions, and fostering long-term loyalty through effective CRM strategies.
What you will do
- Spearhead CRM system selection and implementation, ensuring alignment with organizational objectives.
- Provide insights to Management on CRM proposals for informed decision-making.
- Develop clear data visualizations for senior management to understand customer behavior trends.
- Actively manage CRM Portal for efficient data management and reporting.
- Prepare detailed monthly reports on customer satisfaction with improvement recommendations. Maintain thorough case history of customer complaints and resolutions.
- Synthesize information for customized reports aiding strategic decision-making.
- Assist in resolving customer complaints promptly for exceptional service delivery.
- Coordinate vehicle delivery, ensuring customer awareness of warranties and maintenance. Oversee customer follow-up programs to drive repeat business opportunities. Schedule service appointments, facilitating prompt resolution and follow-up.
- Engage in marketing initiatives for enhanced brand awareness across channels. Utilize CRM channels for effective conversion and retention rates.
- Proactively reach out to potential customers through targeted sales strategies. Implement strategies to retain and reward loyal customers for long-term relationships. Continuously assess and optimize customer relations strategies for evolving business needs.
What equips you for the role
B.Sc. in Marketing Management or equivalent professional qualification in Marketing, Customer Relationship Management, such as full or part certification from SLIM/CIM or CMA.
Minimum of 5 years working experience in the automotive market with a solid understanding of the sector. Proven track record in managing a large customer base and working with extensive datasets.
Required skills to be successful
- Expertise in analytical tools such as advanced Excel, Power BI, or other CRM analytics platforms.
- Excellent verbal and written communication skills, with the ability to interact with various customers and stakeholders.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
- Demonstrated ability to build strong relationships with customers and stakeholders to identify and address their needs effectively.
- Strong analytical thinking, problem solving, resourcefulness and time management capabilities. Commitment to excellence and attention to detail.
- Exceptional organizational skills.
- Self-motivated and capable of working autonomously to meet objectives.
If you believe you're a good fit for the position described above, please send your CV to [email protected] within 14 days of this advertisement.
For more information of the vacancy, you may contact +94 76 209 1727/[email protected] Manager - Talent Acquisition.
AMW - bringing the world to you
An Al-Futtaim group company
