1. Job Description – Customer Delight Manager
Job Title: Customer Delight Manager
Job Holders Name: Swapnil Sharma
Department: Customer Relations
Position Type: Full-time
Reporting To: CEO / MD
Reporting Staff: Customer Relations Manager, Customer Care Manager
Responsible on absence CRM Sales & After Sales
Responsible on absence others CRM Sales & After Sales
Job Description:
1. Primary Responsibilities:
a) Customer Relations Management Planning
 Conduct annual planning and budgeting for the customer relations department (both Sales and
Service) in alignment with Audi India goals and the dealership senior management
 Define customer relationship programs and key initiatives for Sales and Service divisions in
association with the dealership senior management to achieve customer satisfaction index at
the dealership
 Maintain database of customers as A/B/C in order of their importance from a potential revenue
generation perspective
b) CRM Oversight and Complaints Management
 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
 Conduct internal meetings with the customer relations team and senior Sales, Service and
Marketing team to create action plans, allocate responsibilities and set internal deadlines for
driving key CR initiatives
 Analyze customer satisfaction levels and define customer specific plans to ensure delight for all
current and prospective customers

2.  Maintain database of existing customers and run an efficient program to engage them for
reference sell as well as for overall revenue generation
 Provide quality feedback and update to the dealership management and the sales team on the
overall quality of customer interactions and highlight issues if any
 Track progress and resolution of customer complaints at a fortnightly / monthly duration
 Ensure driving of My Audi registration through the customer relations team
 Provide guidance and support to the CR team in ensuring appropriate escalation and resolution
of customer complaints by coordinating with relevant department heads.
 Conduct CSS analysis and drive Kundentish meeting regularly as per Audi India guidelines
 Conduct Sales ConsultantService Advisor wise root cause analysis regularly to identify gaps in
process quality which impact customer satisfaction
c) Customer Relations Performance Tracking
 Maintain and monitor Sales and Service divisions customer relations department KPIs
(including CSS) for business analysis and forecasting
 Monitor and own all customer satisfaction process in sales and service, and ensure high
performance for the dealership on all customer satisfaction scores
 Conduct regular reviews of CSS and PSF 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
 Independently engage with customers to take feedback and drive process improvement
 Consolidate best practices across the industries around customer delight and drive new and
innovative initiatives
d) Organization
 Champion the cause of customer delight by proactively planning customer relationship skill
development initiatives for the CR team and other customer facing staff
 Ensure all performance management activities of the Customer Relations department are
completed timely and satisfactorily
e) Audits

3.  Champion the adherence to process & infrastructure Audits with the help of appropriate
stakeholders
2. Measures (Reports):
 Retail Standards Sales (RSS)
 Retail Standards Aftersales (RSAS)
 Dealership Ranking in CSS - Sales
 Dealership Ranking in MSS - Sales
 Dealership Ranking in CSS - Aftersales
 Dealership Ranking in LiS Test - Aftersales
 Customer complaints closed as a % of total customer complaints (Sales + Aftersales
 Complaint Closing days (Sales + Aftersales)
 No. of CDM initiatives towards customer delight
 Customer Care Department Attrition
 Kundentisch - Sales & Aftersales