Customer Relationship Manager - Rola Multifranchise Somerset West at Rola Motor Group

Job Advert Summary    

• At Rola, we know that every interaction matters. That’s why our Customer Relationship Manager (CRM) is at the heart of everything we do—driving satisfaction, loyalty, and trust.
• By streamlining service delivery and ensuring seamless experiences, our CRM keeps Rola’s reputation shining while making sure our clients expectations aren’t just met, but exceeded.

Salary structure:

• Basic monthly salary
• Provident fund and medical aid benefits

Minimum Requirements    

• Grade 12 or equivalent
• Hospitality, Communications, Consumer Studies Diploma or related qualification
• Min 2 years previous experience in a customer experience or guest relations role, ideally in the automotive or retail sector.
• Strong problem-solving abilities and the ability to remain calm under pressure.
• Strong leadership and coaching skills with the ability to inspire cross-functional teams.
• Excellent communication, interpersonal, and problem-solving abilities.
• A passion for creating memorable guest experiences and a detail-oriented mindset.
• Experience working with CRM systems and customer feedback tools.
• Fluent in Afrikaans & English
• Valid drivers lisence
• Clear criminal record

Duties and Responsibilities    

• Manage CSI per Brand – Track and improve the Customer Satisfaction Index across different vehicle brands, ensuring dealership performance aligns with OEM standards.
• Courtesy Vehicle Management – Oversee the fleet of loaner/courtesy cars, guaranteeing availability, proper usage, and customer convenience during service visits.
• Training Coordination – Schedule and monitor staff training on new vehicle models, service protocols, and customer care standards to maintain compliance and expertise.
• Timesheet Control – Ensure accurate recording of workshop and service staff hours to optimize productivity and labor efficiency.
• Customer Complaints Handling & Register – Resolve service-related complaints promptly, maintain a complaints register, and implement corrective actions to protect brand reputation.
• Optimize Customer Experience – Enhance dealership touchpoints, from showroom visits to aftersales service, ensuring a seamless and premium automotive journey.
• Driver Management – Supervise drivers responsible for vehicle deliveries, collections, and courtesy car handovers, ensuring professionalism and punctuality.
• Campaign Management – Execute targeted sales and service campaigns (e.g., seasonal check-ups, trade-in promotions) to boost customer engagement and retention.
• Marketing Liaison – Act as the bridge between CRM and the Marketing Coordinator, ensuring campaigns align with brand guidelines and customer insights.
• Data Accuracy & Database Management – Maintain precise customer records in the dealership management system (DMS), ensuring compliance with OEM reporting and enabling effective remarketing.

Deadline:31st December,2025