Customer Relationship Manager

Preferred candidate profile :-

Empathetic Candidate who can -

• Drive Customer dealership experience to delight through listening to customer viewpoints considerately to solve customer concern with agility using a data driven approach.
• He should be a quick learner to know Mahindra laid down processes and have ability to find gaps therein and comment on the same eloquently among the team.

• Role & responsibilities -

• Customer Relationship Management & Concern Handling-

• Addressing Customer Queries and Concerns with completing RCA Analysis location wise.
• Monitoring concern closure quality and the TAT.
• Driving Customer Experience
• Driving a culture of creating delight
• Driving dealership/brand endorsement
• Customer Loyalty/Retention
• Being able to resolve softer concerns amicably, on the spot.

• Process Adherence

• Staggard Appointment system to be implemented in Coordination with respective SMs.
• Maximize Service Department efficiency and profitability.
• Thorough understanding of Mahindra Dealer World (DMS) operation.
• Appointment Generation and Management
• Service Reminders
• Dealer Handling Concern per 1000 contacted.
• Managing Escalation per 1000 RO
• CCCF Closure and RCA Completion
• Regularly conduct audits and spot checks

• Data Analysis and Reporting

• Daily Monitoring and Submitting report to GM and SM
• Maintaining Re open CCCF Ratio
• TAT for PMS Vehicles
• Execution for Same day delivery (SDD)
• Maintaining Appointment %

• People Management

• Good people management with high level of empathy.
• Review CRM team and drive them towards defined goals.
• Imparting Soft skills and process training to the team members
• Coach and assist staff to provide an appropriate service solution for the Customers.
• Ensure that all staff consistently display high levels of Customer Satisfaction and Engagement.