Customer Relationship Manager (CRM)

Skills & Competencies:-

· Strong knowledge of Mahindra Service Processes and Customer Experience Standards.

· Customer Complaint Handling and Conflict Resolution.

· Customer Satisfaction (CSI) Management.

· Service Quality and Process Improvement.

· Team Leadership and Coaching.

· CRM & DMS System Knowledge.

· Analytical and MIS Reporting Skills.

· Effective Communication and Interpersonal Skills.

· Root Cause Analysis and Corrective Action Planning.

. Planning, Coordination and Cross-functional Collaboration.

Job Responsibilities :-

1. Customer Experience Management

• Drive overall customer satisfaction by ensuring compliance with Mahindra Customer Experience standards.
• Monitor CSI performance and implement action plans to achieve or exceed OEM benchmarks.
• Conduct customer feedback analysis and identify improvement opportunities.
• Ensure every customer receives a professional, transparent, and satisfactory service experience.
• Promote customer retention through proactive engagement and follow-up activities.

2. Complaint Management

• Monitor customer complaints received through CRM, OEM portals, and dealership channels.
• Ensure 95% of customer complaints are resolved within the defined turnaround time (48 hours).
• Conduct root cause analysis for recurring complaints and implement corrective and preventive actions.
• Coordinate with Workshop, Service Advisors, Parts, Warranty, and Quality teams for timely resolution.
• Escalate critical customer concerns to management and OEM whenever required.

3. Service Quality & Operational Excellence

• Monitor workshop quality to minimize rework and maintain rework revenue loss within dealership targets.
• Review daily service quality reports and implement corrective actions to reduce repeat repairs.
• Ensure compliance with Mahindra Standard Operating Procedures (SOPs), workshop processes, and CX standards.
• Monitor implementation of Quality Gates, Final Inspection, and Delivery Quality processes.
• Coordinate with departmental heads to improve operational efficiency.

4. CX Process Compliance

• Ensure 100% submission of CX Tracker reports within prescribed timelines.
• Maintain accurate customer interaction records in CRM/DMS.
• Monitor closure of customer feedback and OEM action points.
• Conduct periodic internal audits of customer experience processes.
• Ensure compliance with Mahindra audit requirements and dealership quality standards.

5. Training & Team Development

• Conduct regular customer service and communication training for Service Advisors, CRM Executives, Technicians, and Front Office teams.
• Organize minimum one customer experience training session every month.
• Coach employees on complaint handling, customer interaction, and dealership etiquette.
• Identify skill gaps and recommend development initiatives.
• Promote a customer-first culture across the service department.

6. MIS & Reporting

• Prepare daily, weekly, and monthly Customer Experience reports.
• Analyze CSI trends, complaint trends, repeat repairs, and customer feedback.
• Present improvement plans during management review meetings.
• Monitor departmental KPIs and recommend process improvements.

Pay: ₹25,000.00 - ₹30,000.00 per month

Benefits:

• Cell phone reimbursement
• Internet reimbursement
• Provident Fund

Work Location: In person