Customer Experience Manager
2 weeks ago
Company: Mahindra & Mahindra Ltd
Key Responsibilities:- Dealer Manpower Management: Ensure adequate manpower availability and training plans for dealerships.
- Customer Satisfaction: Improve CAPS scores and NPS ratings by addressing customer concerns and engaging in customer-centric programs.
- Workshop Processes: Implement and manage processes at workshops, adhering to Business Development Process and QLIKVIEW.
- Dealership Profitability: Achieve target sales and customer retention goals by optimizing dealership operations and productivity.
- Training and Development: Develop and implement training plans, ensuring dealerships meet quality and efficiency standards.
- Education: Graduate or Postgraduate in Mechanical, Automobile, or Mechatronics Engineering.
- Experience: 3-8 years of core automotive customer care experience.
- Critical Skills: Identifying Customer Needs, Territory Coverage Optimization, Customer Care & Service Management, Warranty Management, Dealer Manpower Management & Development, Designing Customer Experience, Product Knowledge & Application, Customer Focus, Dealer Relationship Management, Manpower Planning, Service Planning.
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