CMH Group

Customer Relations Manager – JLR Umhlanga

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Customer Relations Manager – JLR Umhlanga

Job Description

As a key member of the service team who reports to the Service Manager, the CRM Manger proactively leads the delivery of the JLR Client experience throughout the dealership and is the constant inspiration and central point of focus for dealership consistently and enthusiastically always treating all customers as special guests, in all ways.

Details

  • Close Date: 10 July 2026
  • Dealership: JLR Umhlanga

Requirements

  • Confident, personable, courteous and a good listener.
  • Great communication skills (English and local language).
  • Friendly and team player.
  • Energetic and positive.
  • Attention to detail.
  • Process Driven.
  • Minimum of 5 years’ experience in CLIENT facing. Guest satisfaction positions, including at least 3years in supervisory or management role.
  • Hospitality experience would be strong advantage, such as Hotel, High value retail, high -end restaurant etc.
  • JLR Client experience role will be an advantage

Responsibilities

  • Ensure overall process adherence to deliver and sustain NPS scores and Client experience.
  • To drive the Client first approach amongst sales and service staff at the dealership with specific emphasis on consistent, flawless and sustained execution of every aspect of the JLR Client Experience sales and service process.
  • To monitor all Client experience metrics and guest feedback channels and work directly with service manager to support all view and performance initiative at the dealership.
  • To be a coach to sales and service team to help them understand the JLR Client Experience process and guide the m to deliver best Client experience to the Clients.
  • To ensure the lifetime relationship engagement activities are being carried out.
  • Ensure personalized reception by availability and continuous training of Client facing support staff i.e. Greeter, Reception, Security, Valet and Housekeeping staff.
  • Ensure adherence to all Management Action Meetings of Sales and Service.
  • In liaison with the Sales and Service Manager lead, facilitate and coordinate continuous dealership training programs.
  • Ensure execution of in-dealership training and 1-1 coaching to relevant Sales & Service staff by the respective operational heads every month.
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