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Dy Manager CRM and Digitisation

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Date: 15-Sep-2022

Location: Mumbai A.O

Company: Mahindra & Mahindra Limited

Responsibilities & Key Deliverables

  1. Represents business requirements with FDW(DMS, Mobility and Analytics) teams for developing modules and reports
  2. Follows for closure of service & parts issues in FDW and retail analytics related to after sales which are reported on one stop helpdesk
  3. Promote and ensures usability of FDW(DMS) by dealers and internal teams by giving training on modules thereby increase DMS utilization levels
  4. Promotes and tracks utilization of digital tools of customer care which includes, Apps and portals
  5. To work on identifying areas for data enhancement and enrichment on a continuous basis
  6. To work closely with HO and Field Teams to design, develop and execute new digitization initiatives for the department.
  7. Understand the technological needs in day-to-day operations in field and communicate with IT team for development
  8. To develop effective training module for deployment of the new IT initiatives in field at the time of roll out

9. To identify best IT practices from other industry and find resources to modify the same for our use and then implement

Preferred Industries

Education Qualification

Graduation / Diploma in Mechanical, Agriculture/ Automobile Engg

General Experience

7 to 10 yrs

Critical Experience

  • Customer Focus
  • Result Orientation with Execution Excellence
  • Leveraging Human Capital
  • Product knowledge (Implements and tractor)

Mahindra Leadership Competencies

Strategic Business Orientation_Business Perspective
Strategic Business Orientation_Anticipating and Leveraging Business Opportunities
Strategic Business Orientation_Strategic Foresight
Strategic Business Orientation_Global mind-set
Leadership through Sustainability_Strategize around,Sustainability Drivers
Leadership through Sustainability_Frugal mind set
Leadership through Sustainability_Stakeholder focus
Leadership through Sustainability_Triple Bottom Line Sensitivity
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
Leveraging Human Capital_Exponential synergy
Leveraging Human Capital_Team development
Leveraging Human Capital_Entrepreneurial engagement
Leveraging Human Capital_Appreciating diversity
Weaving Passion and Energy at Work_Being Passionate about work
Weaving Passion and Energy at Work_Working without Barriers
Weaving Passion and Energy at Work_Blending Fun with work
Weaving Passion and Energy at Work_Learning from Failures

System Generated Core Skills

Customer Sensitivity
Customer Relationship Management (CRM)
Designing Customer Experience
Designing Loyalty Programs
Identifying Customer Needs
Incident Management
Service Planning
Service Readiness Assessment
Service Orientation
Service Management

System Generated Secondary Skills