Are you a talented individual ready to join an awesome team in the
Automotive industryThe EXCLUSIVE distributor of
Baic Auto here in the Philippines needs a
Customer Relation Manager!
Below Are The Responsibilities Of a CUSTOMER RELATION MANAGER
- Develop and execute nationwide customer relations strategies aligned with company goals.
- Lead and mentor the Customer Relations team and nationwide CROs to achieve performance standards.
- Oversee customer experience, conflict resolution, and escalation management.
- Drive customer feedback programs and translate insights into improvement strategies.
- Manage and enhance customer service processes and initiatives across dealerships.
- Collaborate cross-functionally with Sales, Service, and dealership partners for seamless customer experience.
- Monitor KPIs and present reports with actionable recommendations to senior management.
Strategic Planning
- Develop, implement, and oversee the overall customer relations strategy to strengthen customer loyalty and satisfaction.
- Align customer service Initiatives with company goals, ensuring consistent standards across nationwide dealerships.
- Identify emerging customer needs and industry trends to proactively enhance customer experience programs.
Team Leadership & Development
- Lead and manage the Customer Relations team and nationwide CRO network, ensuring alignment with KPIs and company objectives.
- Foster a high-performance culture through coaching, mentoring, and ongoing staff development Initiatives.
- Oversee recruitment, onboarding, and continuous training to build a skilled and motivated team.
Customer Experience & Conflict Resolution
- Serve as the final escalation point for complex customer issues, ensuring timely and satisfactory resolution.
- Collaborate with Senior Management, internal departments, and dealerships nationwide to address sensitive cases and deliver seamless customer experiences.
- Drive initiatives to enhance service quality and strengthen long-term customer relationships.
Feedback & Insights
- Oversee the collection and analysis of customer feedback, surveys, and performance data to identify trends and areas for improvement.
- Translate customer insights into actionable strategies to improve processes, programs, and overall customer satisfaction.
- Present findings and recommendations to senior management, highlighting key opportunities for improvement.
Process & Program Management
- Evaluate and continuously improve customer service processes to enhance efficiency, consistency, and quality across all dealerships.
- Lead the execution of customer service programs (e.g., rewards programs, car clubs, loaner car initiatives), ensuring effectiveness and alignment with customer needs.
- Implement process enhancements and measure their impact on customer satisfaction and operational performance.
Cross-Functional Collaboration
- Facilitate cross-department collaboration between Customer Relations, Sales, Service, and other department heads, ensuring alignment with supporting business partners in dealerships nationwide to deliver a unified and high-quality customer experience.
- Support dealership teams nationwide, in collaboration with business partners, to implement company standards and resolve escalated concerns.
- Promote collaboration across departments to drive customer-centric improvements.
Performance Monitoring & Reporting
- Establish and monitor key performance indicators (KPIs) for customer relations, ensuring targets are met.
- Prepare and present regular reports to senior management on department performance, customer satisfaction metrics, and strategic initiatives.
- Provide data-driven recommendations to enhance customer experience and achieve long-term organizational goals.
To be successful in this role you must be
- A college graduate with a 4-year degree in Marketing or Business Management.
- Has a minimum of 5-8 years experience in customer relations/customer experience, preferably in the automotive industry.
- Has proven leadership in managing teams or nationwide CRO networks.
- Strong background in escalation handling and conflict resolution.
- Has background in diverse and multi-branch/dealer organizations, ensuring consistent customer standards.
- An individual skilled in developing strategies, cross-functional collaboration, and data-driven decision-making.
- Has an advanced customer experience strategies and industry benchmarking.
- Strong understanding of customer loyalty frameworks, retention programs, and service quality standards.
- Expertise in KPI development, analysis, and interpretation at a nationwide level.
- Knowledgeable in business strategy and organizational dynamics Impacting customer relations.
- Strong strategic planning, execution, leadership and people development skills.
- Strong foundation in executive management, stakeholder communication, and analytical and critical thinking.
- Has background with program development and implementation, influencing and negotiation at senior levels, visionary leadership and strategic decision-making, nationwide conflict and crisis management.
- An individual with data-driven problem solving and trend forecasting skills, program/policy management formulation and change
- Capable with executive-level reporting and presentation.
Working pattern and location:
Join Date: March 2026
Employment Type: Full-time Employee
Work Location: On-site
Working Hours: 45 hours, 5 days per week (7:30 AM to 5:30 PM)
Workdays: Monday - Friday
Location:Lot 24 Blk 11 Commonwealth Brngy. Holy Spirit Quezon City, Chery Showroom.
