Mahindra & Mahindra Ltd Hiring for Regional Customer Care Manager at Chennai, Tamil Nadu

Full Job Description

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

Auditing

Quality Improvement

Reporting

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

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