Area Customer Care Manager

Responsibilities & Key Deliverables.
Dealer Manpower availability, training plan for dealership, %age trained, %age certified.
Adherance to M&M CI norms.
Ensure Customer satisfaction in the state by CAPS improvement / NPS Score, DHC, C8, CCCF/1000, escalations, customer engagement programs etc Speed & quality of concern closure (Escalated concerns/ PSFs).
Workshop Processes & Management Systems Ensure process parameters in place at workshops, adhering to Business Development Process, DMS, QLIKVIEW, Shop Floor Process, defining Dealer Role Holder Responsibility, Review & Recognition.
Dealership Profitability Ensure target achievement by adhering to to yearly Business Plan, Customer Retention, Qwik & Mech Bay Productivity, Bodyshop quality & efficiency, allied business.
Channel reach & Manpower adequacy Creation of new service points (MDSCs/ MASCs/ MMTs), % of FTs with Serive reach, Training Plan Development & Adherence, Training Scores, Training Module, CoTEK Inhouse Training.
Dealership Satisfaction Score.
Education Qualification.
Graduate/ Postgraduate in Mechanical/ Automobile/ Mechatronics Engineering.
General Experience.
Core Automotive customer care experience of 3-8 years.
Critical Experience.
Identifying Customer Needs, Territory Coverage Optimization, Customer Care & Service Management, Warranty Management (Service Quality), Dealer Manpower Management & Development, Designing Customer Experience, Product Knowledge & Application, Customer Focus, Dealer Relationship Management, Manpower Planning, Service Planning (Design & Implementation).
System Generated Core Skills.
Customer Sensitivity.
Service Orientation.
Service Management.
System Generated Secondary Skills.
Consumer Focus.
Dealer Relationship Management.
Service Planning.
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