Siddesure Renuka
Customer Relationship Manager
Hyderabad
Summary
Customer Experience & Relationship Management professional with 9+ years of experience across luxury automotive brands including Porsche, Jaguar Land Rover, and MG Motor. Proven expertise in driving customer retention, enhancing satisfaction scores, and delivering premium ownership experiences aligned with global luxury standards. Adept at leading cross-functional teams, managing high-value customer portfolios, and implementing data-driven engagement strategies that reduce escalations and contribute directly to business growth. Seeking to leverage deep expertise in luxury customer experience and relationship management in a senior role within a large, globally recognized organization.
Overview
9
9
years of professional experience
Work History
Customer Relationship Manager
Porsche Centre Hyderabad
07.2025 - Current
- Represent the Porsche brand across the complete customer lifecycle, covering both sales and after‑sales touchpoints to deliver exceptional, consistent experiences aligned with global luxury standards.
- Manage and nurture relationships with high‑value customers from first enquiry, test drive, and vehicle delivery through service visits, renewals, loyalty programmes, and repeat purchases.
- Act as the primary escalation owner for complex customer concerns in both sales and service, resolving issues promptly and coordinating with Centre/Brand leadership when required to protect Porsche’s premium brand image.
- Drive customer retention and repeat business by designing and executing personalized engagement strategies, proactive communication plans, and structured follow‑ups for new owners, service customers, and VIP clients.
- Oversee warranty processes, goodwill cases, and customer satisfaction initiatives in coordination with Porsche India, service advisors, technicians, and sales consultants to ensure seamless, brand‑aligned resolutions.
- Promote Porsche Lifestyle and Porsche Tequipment products through consultative engagement during sales deliveries and service interactions, increasing customer value and contributing to aftersales and accessory revenue.
- Plan and execute exclusive customer engagement activities, including launch events, drive experiences, service clinics, lifestyle events, and customer appreciation programmes for high‑value and VIP owners.
- Collaborate closely with Sales, Service, Marketing, and Operations teams to ensure a seamless luxury customer journey across all touchpoints, including lead handover, delivery communication, service scheduling, and renewal campaigns.
- Monitor customer feedback, retention metrics, and satisfaction indicators SSS and CES for both sales and service, identifying trends, proposing process improvements, and supporting continuous enhancement of the Porsche owner experience.
- Act as a brand ambassador, consistently reinforcing Porsche’s values of excellence, exclusivity, innovation, and customer delight in every interaction, communication, and decision.
- Coordinate with professional drivers to ensure smooth, timely, and brand‑aligned customer transportation for deliveries, service pick‑ups/drop‑offs, and event logistics.
- Follow up on sales and service leads generated through events, referrals, walk‑ins, and service interactions, tracking conversion and supporting the Sales team with qualified opportunities.
Customer Relationship Manager
RAAM 4 Wheelers – MG Motor
05.2023 - 06.2025
- Spearheaded customer relationship management initiatives across sales and after‑sales, focused on improving customer satisfaction, retention, and overall service quality.
- Managed customer interactions for 1,000+ service repair orders, maintaining exceptionally low complaint and escalation rates through proactive communication and structured issue resolution.
- Developed and implemented proactive customer engagement strategies (post‑delivery calls, service follow‑ups, targeted outreach) that significantly reduced escalated customer concerns and repeat complaints.
- Handled complex Post‑Service Follow‑Up (PSF) escalations, conducting root‑cause analysis and driving corrective actions with service, technical, and parts teams to improve first‑time fix rates and customer experience.
- Led customer awareness and education initiatives for Annual Maintenance Contracts (AMC), Extended Warranty (EW), and Roadside Assistance (RSA), contributing to higher product uptake, customer retention, and after‑sales business growth.
- Conducted regular training and coaching sessions for customer‑facing teams (service advisors, reception, CRM executives) to enhance service quality, communication skills, complaint handling, and customer satisfaction outcomes.
- Collaborated with leadership teams across Service, Sales, and Operations to identify operational improvement opportunities and implement customer‑centric solutions, process enhancements, and standardized communication protocols.
- Led and mentored a team of 25, including performance monitoring, goal setting, and capability building, fostering a culture of accountability, empathy, and premium service delivery.
Assistant Customer Relationship Manager
Pride Motors – Jaguar Land Rover
02.2018 - 04.2023
- Managed customer relationships for a premium luxury automotive brand, ensuring superior ownership experiences and exceptional service delivery.
- Served as a key point of contact for customer escalations, maintaining high standards of professionalism and customer satisfaction.
- Utilized CRM tools and customer insights to improve engagement strategies, strengthen retention efforts, and drive repeat business.
- Successfully recovered and retained lost customers through personalized outreach and targeted relationship management initiatives.
- Designed and implemented customer loyalty and retention programs that contributed to a 15% reduction in customer churn.
- Played a significant role in increasing customer retention and repeat business, contributing to overall business growth.
- Coordinated with Sales, Service, and Management teams to improve operational effectiveness and customer experience delivery.
Customer Care Executive
Tata Business Support Services
06.2017 - 01.2018
- Managed customer interactions through telephone and email channels.
- Resolved customer concerns effectively while maintaining high levels of customer satisfaction.
- Developed strong communication, problem-solving, and customer service capabilities.
Education
Bachelor of Technology (B.Tech) - Electronics & Communication Engineering
Malla Reddy College of Engineering & Technology
Hyderabad, India01.2017
Skills
Salesforce CRM & DMS Platforms
Customer Analytics & Reporting
Customer relations
Team building
Customer service
Problem resolution
Team leadership
Documentation and reporting
Work Planning and Prioritization
Teamwork and collaboration
Managing operations and efficiency
Accomplishments
- Best CRM Award – MG Motor (2023–2024): Recognized for outstanding performance and customer relationship excellence.
- Employee of the Year – Jaguar Land Rover (2019): Awarded for exceptional customer service and business contribution.
- Service Excellence: Consistently maintained customer satisfaction levels exceeding 95% through proactive customer engagement.
- Customer Retention: Successfully retained and re-engaged high-value customers through strategic relationship management and personalized customer experience programs.
- Brand Advocacy: Led high-impact customer engagement activities that strengthened loyalty, increased service retention, and enhanced after-sales revenue.
CORE COMPETENCIES
- Customer Experience Management
- Luxury Brand Management
- Escalation Resolution
- Business Operations
- Event Planning & Management
- CRM Strategy & Analytics
- Customer Success & Retention
- Customer Engagement Strategy
- Team Leadership & Development
- Customer Loyalty Programs
- Cross-Functional Collaboration
- Customer Journey Management
- Client Relationship Management
- Stakeholder Management
- Service Excellence
- Revenue Enhancement Initiatives
- Process Improvement
- Strategic Communication
Timeline
Customer Relationship Manager
Porsche Centre Hyderabad
07.2025 - Current
Customer Relationship Manager
RAAM 4 Wheelers – MG Motor
05.2023 - 06.2025
Assistant Customer Relationship Manager
Pride Motors – Jaguar Land Rover
02.2018 - 04.2023
Customer Care Executive
Tata Business Support Services
06.2017 - 01.2018
Bachelor of Technology (B.Tech) - Electronics & Communication Engineering
Malla Reddy College of Engineering & Technology