Area Customer Care Manager

Responsibilities & Key Deliverables

The CCM role exists to improve dealer profitability / viability & ensure to customer satisfaction through capability building of delaership manpower, workshp process adherance & adherance to dealership CI norms in their assigned dealership.

Workshop Processes & Mgmt Systems - Ensure process parameters in place at workshops, adhering to Business Development Process, DMS, QLIKVIEW, Shop Floor Process, defining Dealer Role Holder Responsibility, Review & Recognition. Dealership Profitability - Ensure target achievement by adhering to to yearly Business Plan, Customer Retention, Qwik & Mech Bay Productivity, Bodyshop quality & efficiency, allied business. Channel reach & Manpower adequacy - Creation of new service points ( MDSCs/ MASCs/ MMTs), % of FTs with Serive reach, Training Plan Development & Adherence, Training Scores, Training Module, CoTEK Inhouse Training. Ensure Customer satisfaction in the state by CAPS improvement / NPS Score, DHC, C8, CCCF/1000, escalations, customer engagement programs etc - Speed & quality of concern closure ( Escalated concerns/ PSFs). Adherance to M&M CI norms.    

Analyse the technical complaints of the vehicle in the field.Rectify defects in vehicles / overhaul aggregates.Maintain and handle internet based warranty.Ensure implementation of service processes at channel partners.Development of secondary channel.Feed back on companys as well as competitors products.Training of service managers.Work out special service support for strategic customers with channel partners.Ensure execution of spare parts order by all channel partners for sufficient inventory and for meeting spare parts target.Secondary network for spare parts sales.Guide channel partners for manpower/facilities/equipment optimisation.Ensure profitability of workshops of channel partners.MIS on service.Spare parts inventory management.Manging service gaurantee at the dealership.Monthly visit to ASC and monitor his performance along with ASC coordinator.Service camps on monthly basisc.Monthly visits to customer and update M Response data

Preferred Industries

Education Qualification

General Experience