Manager Field Ops., Customer Care (Mumbai H.O, MUM_KND_AD_IO, IN)

Mahindra Group

Salary: ₹20.0 LPA
Experience: 12+ yrs
Location: Mumbai, Maharashtra, India
Job type: Full-time

Required skills

contract management
project management

About the role

Responsibilities & Key Deliverables

Monitor & Improve Customer Experience parameters across the region - VoC, CSI, NPS.

Drive business across markets to improve Vehicle Retention, Spares & Accessories business Sale, Lubricants and other value added services / products.

Mentor the team in the allocated region for their continuous self development and coach them on IO Processes and Systems.

Keep the Distributor leadership team motivated and updated through timely communications.Coordinate with the distributor to implement processes across touchpoints.

Coordinate with markets on Quarterly NOCs and reconciliation of claimsMonitor and drive Service Actions & Reto-fitments

Ensure availability of tools, equipment and spare parts in the market

Capability Building of distributor and dealer personnel

Capture & share market insights

Preferred Industries

Automobile

Education Qualification

Bachelor of Engineering; Bachelor of Engineering in Automobile; Bachelor of Engineering in Mechanical

General Experience

12-15 years of Customer Care management

Critical Experience

System Generated Core Skills

Project Development

Customer Satisfaction

Service Orientation

Customer Sensitivity

Relationship Management

Dealer Management

Manpower Management

Service Strategy

Territory Coverage Optimization

Channel Development

Project Planning & Execution

Risk Analysis

Business Process Improvement (BPI)

Contract Management

Performance Management

Incentive Schemes

Sales

Customer Management

Fraud Management

Trial Management

Tool Management

Talent Acquisition

Auditing

Quality Improvement

Reporting

Manpower Planning

Training & Development

Review Mechanism

System Generated Secondary Skills

Capability Building

Project Management

Sales Support

Warranty Management

About Mahindra Group

Produces automobiles, tractors, and light commercial vehicles.

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