CXM Head

3 days ago

Ormanjhi Ranchi Jharkhand, India Titanium Family Full time

Hiring for CXM Head - Titanium Mahindra

Job Title: CXM Head (Customer Experience Management)

Company: Titanium Mahindra

Location: Ormanjhi, Ranchi

Department: Sales & Service

Reports To: General Manager / Dealer Principal

Role Objective:

The CXM Head will be responsible for enhancing overall customer satisfaction, managing customer experience across sales and service touchpoints, handling escalations, improving CSI scores, and ensuring Mahindra CX standards are strictly followed.

Key Responsibilities:

  • Drive Customer Experience (CX) initiatives across Sales, Service, and CRM functions.
  • Monitor and improve CSI / NPS scores as per Mahindra guidelines.
  • Handle customer complaints, escalations, and resolutions within defined TAT.
  • Ensure process adherence to Mahindra CX policies and audit requirements.
  • Conduct customer feedback analysis and share improvement action plans with department heads.
  • Coordinate with Sales, Service, CRM, and Bodyshop teams for seamless customer journey.
  • Lead customer retention, loyalty programs, and engagement activities.
  • Ensure timely closure of VOC (Voice of Customer) cases in CRM/DMS.
  • Prepare and present CX performance reports to management.
  • Train and mentor front-end staff on customer handling, soft skills, and CX best practices.
  • Support dealership audits and ensure compliance with manufacturer standards.

Required Skills & Competencies:

  • Strong understanding of automobile dealership operations.
  • Expertise in customer relationship management, grievance handling, and analytics.
  • Excellent communication, interpersonal, and leadership skills.
  • Hands-on experience with CRM, DMS, CSI tools.
  • Ability to manage multiple stakeholders and drive cross-functional coordination.

Eligibility Criteria:

  • Graduate / MBA (Preferred).
  • 6–10 years of experience in Customer Experience / CRM / CX role in an automobile dealership.
  • Prior experience with Mahindra or similar OEM will be an added advantage.

Salary:

25,000 /- to 30,000 /-

Please share your resume to

Job Type: Full-time

Pay: ₹25, ₹30,000.00 per month

Work Location: In person