CRM Head

Job Title: Head – Customer Experience Management (CXM)
Department: Customer Experience / Sales & Service
Reports To: Dealer Principal / General Manager

Key Responsibilities:

• Customer Experience
• Own overall customer satisfaction across Sales, Service, and other dealership touchpoints.
• Ensure customers receive a consistent and premium experience.
• Monitor customer feedback, complaints, and satisfaction scores.
• Customer Feedback & CSI
• Track Customer Satisfaction Index (CSI), NPS, customer complaints, and other OEM/dealership CX metrics.
• Analyze negative feedback and identify recurring issues.
• Prepare action plans to improve customer satisfaction and close gaps.
• Complaint Management
• Take ownership of escalated customer complaints.
• Coordinate with Sales, Service, Parts, CRM and management teams for resolution.
• Ensure complaints are resolved within defined TAT.
• Conduct root-cause analysis for repeated complaints.
• Customer Retention
• Develop initiatives for repeat purchases, service retention and customer loyalty.
• Track lost customers and inactive customers.
• Coordinate customer engagement activities, campaigns and relationship programs.
• Process & Compliance
• Ensure dealership processes are aligned with Mahindra/OEM CX standards and guidelines.
• Conduct regular audits of customer touchpoints.
• Monitor adherence to call, follow-up, delivery and service processes.
• Team Management
• Lead and train CRM/CXM executives and customer relationship teams.
• Set KPIs and conduct regular performance reviews.
• Coach employees on communication, complaint handling and customer service.

Pay: ₹32,000.00 - ₹45,000.00 per month

Benefits:

• Cell phone reimbursement
• Paid sick time
• Provident Fund

Work Location: In person