Customer Relationship Management Manager

Job SummaryThe Customer Relationship Manager (CRM) at BYD Indonesia will play a critical role in developing and managing a comprehensive Customer Relationship Management (CRM) system and Call Center from the ground up. As part of the Aftersales team, you will focus on enhancing customer satisfaction, streamlining communications, and ensuring an exceptional post-sales experience. This role requires strategic thinking, leadership, and expertise in customer service and CRM systems.Job ResponsibilitiesDevelop and implement a robust CRM system tailored to BYD Indonesia’s Aftersales operations.Build and manage a Call Center team, ensuring high-quality customer interactions and efficient issue resolution.Analyze customer data to identify trends, improve customer satisfaction, and recommend actionable insights.Create and implement standard operating procedures (SOPs) for CRM and Call Center functions.Monitor and evaluate the performance of the CRM system and Call Center, ensuring alignment with key performance indicators (KPIs).Coordinate with cross-functional teams, including Sales, Marketing, and Technical Support, to address customer needs effectively.Handle escalated customer complaints and ensure timely resolution with a focus on customer retention.Regularly report on CRM and Call Center metrics to senior management, providing data-driven recommendations for improvement.Job RequirementsBachelor’s degree in Business Administration, Marketing, or a related field; advanced degree is a plus.Having at least 5 years of experience in CRM management, Call Center operations, or a related field, preferably in the automotive industry.Proven track record of developing and implementing CRM systems and customer service operations from scratch.Strong leadership and team management skills with experience in building high-performing teams.Excellent communication skills in English and Bahasa Indonesia; proficiency in Mandarin is a plus.Analytical mindset with the ability to interpret data and make strategic decisions.Familiarity with CRM tools and Call Center technologies.Strong problem-solving skills, customer-focused mindset, and ability to handle high-pressure situations.