Manager - Customer Experience

1 day ago

Mumbai, Maharashtra, India Mahindra & Mahindra Limited Full time ₹ 15,00,000 - ₹ 25,00,000 per year
Responsibilities & Key Deliverables

Role Responsibilities 
-Drive Key Business Projects (as per requirements)
-Business Analytics, Support for Management Information reports of various functions.
-Preparation of policy document at function head and deployment of the same at field leadership level
-TMW & other audits, documentation, presentation & compliance
-Maintain a robust reporting mechanism and system for various business reports
-Plan, prepare, track and monitor Business policies / metrics
-Drive insight to create customer delight
-Collect and analyze customer feedback data, with a specific focus on increasing customer experience.
-Develop and implement customer service policies and procedures to enhance the overall customer experience.
-Monitor team performance, provide coaching and feedback, and conduct regular performance evaluations. 
-Collaborate with other departments to address customer needs, improve processes, and drive customer satisfaction. 
-Analyze customer service metrics and trends to identify areas for improvement and implement strategies to enhance service quality
-Conduct training sessions for customer service staff to enhance their skills, product knowledge, and service delivery.
-Stay updated on industry trends, best practices, and customer service technologies to drive innovation and continuous improvement. 
-Prepare regular reports on CC team performance, customer feedback, and service levels for management review. 
-Foster a positive and collaborative culture that promotes excellence in customer service delivery.

The primary focus will be on:
1. Customer-Centric Operations: Develop and implement strategies that prioritize the needs of our customers, ensuring that every touchpoint reflects our dedication to quality care and support.
2. Process Improvement: Analyze existing operational workflows to identify areas for enhancement. Leverage data-driven insights to streamline processes, reduce costs, and improve service delivery efficiency.
3. Cross-Functional Collaboration: Work closely with internal teams—Operations, Finance, Logistics, and Marketing—as well as external partners, including sales teams and service providers. Foster strong communication and collaboration to align goals and optimize the customer journey.
4. Sales & Service Excellence: Drive initiatives that elevate the sales & service experience for our customers. This includes refining the sales experiance, enhancing service and warranty support, and introducing innovative service ideas that empower our sales & service teams and resonate with our end customers.
5. Continuous Improvement Mindset: Cultivate a culture of continuous improvement by encouraging feedback, measuring performance, and implementing best practices. Stay abreast of industry trends and best-in-class service models to ensure we remain competitive and customer-focused.

Preferred Industries
Automotive Industry Education Qualification
Bachelor of Engineering; Bachelor of Engineering in Mechanical; Bachelor of Engineering in Production General Experience

10+ years of experience in Auto Industry


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