Responsibilities & Key Deliverables

1. Drive key agendas of Customer Care function -  rolling out Projects, preparation and deployment of CC Policy document, Maintaining reporting mechanisms etc - by coordinating with multiple departments within & outside of Customer Care function
2. Track & monitor projects & significant tasks of Customer Care function
3. Data Analysis and preparing insights to facilitate strategic decision making
4. Prepare audit reports / documents for Customer Care and ensure compliance to statutory norms & requirements.
5. Prepare meaningful communication to align internal & dealer stakeholders on policies / procuredures and focus areas to achieve business & CX goals.
6. Own & lead IT dashboard changes for Customer Care function.
7. Manage Customer Care department budget and ensure optimal execution.
8. Prepare regular (monthly / weekly) or ad-hoc reports/ data / insights for meetings and field alignment
9. Own critical & confidential data related to channel partners, external & internal audits, financials etc. 
10. Coordinate for setting up of conferences / meetings (e.g., SH meet, RCCM meet, ZH-CC meet, CCM meet)

Education Qualification

BE/Btech (Auto/Mech./Production.) + MBA (preferred)

General Experience

2-3 Years of Field CC Experience

Primary Skills (Functiona)

Service Strategy & Service Planning                    
Customer Care & Service Management                    
Data based story-telling    

Secondary Skills (Functional)

Relationship Management                    
Market Acumen & Market Intelligence    

Behavioural Competencies/ Skills

Customer Focus                    
Result Orientation with Execution Excellence