Mahindra business & consulting services pvt. ltd.

Regional Customer Care Manager

Job Location:  Chennai, Hyderabad
Job Description:  SkillSet: " equipment supply", marketing, " data quality", " tour planning", " customer care".
Responsibilities Key Deliverables
Monitor and improve Customer Satisfaction parameters across the region-MTTR, TCF, Periodic Feedback and CaPS and personal customer visits. Monitor and strategically improve STR, AMC Sale, Bharosa Sale, Spares and Lubricants business across the region to exceed the targets. Motivate the Customer care team ( CCM, TM and Tech Support ) in the region for high level performance and excitement. Mentor the team in the region for their continuous self development. Keep the Dealer principal motivated through various communications, incentive schemes and updates. Keep the dealer technician team excited by ensuring - Parivaar meets, execution of Star Club, Product Improvement Proposal, Sarathi. Improve the reach through Saathis, Synergy, dealer outlets, Vans and Bikes. Execute the initiatives rolled out by the Head Office- Bikes and Vans at dealerships, DMS usage. Manage funds in coordination with the Zonal Heads Sales. Manage all the basics - Participate in morning call everyday, Open tickets monitoring, Customer connect, VIN wise data, Outstand ings, C forms, Min Stock at dealerships, Retro, Float Stock, FOC dispatches, SMC/BDSS maintenance, timely settlements of Warranty and Debit notes, Quarterly NOCs fro dealers, Smooth start and Closure of dealers, Retofitments,, Lubricants schedules, payments by dealers to vendors, technical trials, special tools availability, adherence to ISO process, Recruitment of manpower, New product feedback, Process audits at dealerships. Improve the quality of technical reporting from the region. Monitor and ensure manpower to Machine ratio at the dealerships and trainings at all levels at the dealership. Effectively review the CCMs,TMs and Tech Support team through Stand ard templates and monthly feedback on performance Also daily feedback on daily reports of the CCMs. Ensure Tour planning and adherence by the team rigorously. Share competition machine performance report. Effectively coordinate with the Zonal Heads and create synergy between Sales and Customer care. Effectively manage the Regional Training Centres. Ensure Customer satisfaction in the state by CAPS improvement / NPS Score, DHC, C8, CCCF/1000, escalations, customer engagement programs etc - Speed and quality of concern closure ( Escalated concerns/ PSFs. Ensure process parameters in place at workshops, Dealer quality audit scores/ All dealers with DMS usage and data quality score. Dealership Profitability - Ensure target achievement by generating revenue through spare parts, shield, maxi care, tyre and allied business. Channel reach and Manpower adequacy - Creation of new service points ( MDSCs/ MASCs/ MMTs), % of FTs with Serive reach. Dealership Satisfaction Score. Customer legal cases. Quarterly business communication to dealer principals. Guiding of CCM's on driving improvements at dealership and hand ling escalations. Escalated customer hand ling. Intervention at critical and problematic dealers. Develoment of CCM's.
Preferred Industries
Education Qualification
Bachelor of Engineering; Masters of Engineering; Bachelor of Engineering in Mechanical; Bachelor of Engineering in Automobile; Bachelor of Engineering in Mechatronics; Masters of Engineering in Mechanical; Masters of Engineering in Automobile; Masters of Engineering in Mechatronics
General Experience
Core Automotive customer care experience of 12-15 years
Critical Experience
Experience of handling Customer Care Manager (CCM) profile for an area for at least 8-10 years.Work experience in automobile industry.Handling of team size of at least 20 people.Exposure to customer centricity - customer handling and dealer owner handling.Exposure in automobile dealership operations
Mahindra Leadership Competencies
Strategic Business Orientation_Business Perspective
Leveraging Human Capital_Exponential synergy
Strategic Business Orientation_Anticipating and Leveraging Business Opportunities
Leveraging Human Capital_Team development
Strategic Business Orientation_Strategic Foresight
Leveraging Human Capital_Entrepreneurial engagement
Strategic Business Orientation_Global mind-set
Leveraging Human Capital_Appreciating diversity
Leadership through Sustainability_Strategize around,Sustainability Drivers
Weaving Passion and Energy at Work_Being Passionate about work
Leadership through Sustainability_Frugal mind set
Weaving Passion and Energy at Work_Working without Barriers
Leadership through Sustainability_Stakeholder focus
Weaving Passion and Energy at Work_Blending Fun with work
Leadership through Sustainability_Triple Bottom Line Sensitivity
Weaving Passion and Energy at Work_Learning from Failures
Customer Focus_Customer Sensitivity
Customer Focus_Customer Delight
Customer Focus_Service Orientation
Innovation Led Transformation _Idea Orientation
Innovation Led Transformation _Change catalyst
Innovation Led Transformation _Risk Taking with Responsibility
Result Orientation with Execution Excellence_Effective Project Management
Result Orientation with Execution Excellence_Passion for Quality
Result Orientation with Execution Excellence_Accountability for results
Result Orientation with Execution Excellence_Agility with discipline
System Generated Core Skills
Customer Satisfaction
Process Knowledge - Assembly
Business Process Improvement (BPI)
Contract Management
Performance Management
Relationship Management
Dealer Management
Incentive Schemes
Customer Management
Fraud Management
Trial Management
Tool Management
Talent Acquisition
Quality Improvement
Manpower Planning
Training Development
Review Mechanism
Customer Engagement
Process Control
Quality Auditing
Data Modeling
Revenue Generation
Business Communication
Continuous Improvement
Capability Building
Team Management
Customer Experience
Customer Centricity
Operations Management
Territory Coverage Optimization
Service Strategy
Consultative Selling
Sales Support
Service Planning
Service Management
Warranty Management
System Generated Secondary Skills

Job Segment: Engineer, Engineering, Automotive

Functional Area:  Sales / BD
Experience:  8 - 10 years
Qualification:  ("Mechanical in B.Tech/B.E")
Salary:  10 Lakh to 14 Lakh INR
Mahindra business & consulting services pvt. ltd.
Job Ad publication date: 10 Apr 2021