Regional Customer Care Manager

Responsibilities & Key Deliverables

As the Regional Customer Care Manager at Mahindra & Mahindra Ltd, you will play a pivotal role in enhancing customer satisfaction and driving business growth across the assigned region. Your responsibilities will include monitoring key customer satisfaction metrics such as Mean Time to Repair (MTTR), Total Customer Feedback (TCF), periodic feedback loops, and conducting personal customer site visits to gather firsthand insights.

You will strategically analyze and improve sales performance across multiple product lines, including STR, AMC, Bharosa, spares, and lubricants, aiming consistently to surpass set targets. A core part of your role is to inspire and lead the customer care team comprising Customer Care Managers (CCMs), Team Managers (TMs), and Technical Support staff to foster a culture of high performance, motivation, and continuous learning.

Mentorship and development of your team will be a continual focus, ensuring they are equipped with the skills and enthusiasm to excel. You will also engage regularly with dealer principals, maintaining their motivation through effective communication, incentive programs, and timely updates. Ensuring dealer technicians remain engaged involves organizing Parivaar meets, overseeing Star Club execution, facilitating Product Improvement Proposals, and promoting the Sarathi program.

Expanding market reach will be an essential objective, through coordinated efforts with Saathis, Synergy teams, dealer outlets, and mobile service units such as vans and bikes. You will lead the execution of Head Office initiatives including bike and van deployment at dealerships and enhancement of Dealer Management System (DMS) utilization.

Operational excellence requires your management of various foundational activities such as daily morning calls, open ticket monitoring, customer connectivity, vehicle identification number (VIN)-wise data analysis, managing dealer stock levels, warranty processing, and ensuring adherence to ISO processes. You will oversee recruitment, training programs, technical trials, and special tools availability, ensuring seamless dealership operations.

Quality improvement in technical reporting, ensuring optimal manpower-to-machine ratios, and rigorous tour planning for the team are key deliverables. Collaborating effectively with Zonal Heads, you will foster synergy between sales and customer care functions while managing regional training centers.

Your performance metrics will include improvements in CAPS/NPS scores, dealer quality audits, process adherence at workshops, and business profitability through spares and allied product sales. You will also be responsible for expanding service points and maintaining dealership satisfaction scores. Handling escalations and critical challenges at dealer levels, providing quarterly business communications, and guiding CCMs in improving dealership performance complete your scope of responsibilities.

Preferred Industries

Education Qualification

The ideal candidate will possess formal engineering qualifications with a strong technical foundation relevant to automotive customer care. Required educational qualifications include:

• Bachelor of Engineering (BE) or equivalent degree with specialization in Mechanical, Automobile, or Mechatronics Engineering.
• Master of Engineering (ME) or equivalent postgraduate degree in Mechanical, Automobile, or Mechatronics Engineering is highly desirable and will be considered an advantage.

This technical background will enable a deep understanding of automotive systems and contribute effectively to customer-centric problem-solving, process improvements, and mentorship. Continuous development in related technical domains and certifications will be valued and encouraged to maintain up-to-date expertise in an evolving industry landscape.

General Experience

Candidates should bring a robust background in core automotive customer care functions, typically demonstrated through 12 to 15 years of progressive experience in the field. This experience should encompass a comprehensive understanding of customer service delivery within the automotive sector, including post-sales support, complaint resolution, and service network management.

Proven experience working in dynamic, cross-functional automotive environments is critical, along with a track record of managing complex operations and delivering consistent customer satisfaction improvements. Familiarity with dealership operations, service workflow optimization, and strategic business alignment are essential components of this experience. The candidate should also have experience collaborating with sales teams, technical support, and training functions within automotive divisions.

Critical Experience

Critical to success in this role is substantial prior experience managing a Customer Care Manager (CCM) or equivalent profile for a defined geographical area, spanning at least 8 to 10 years. Candidates must have demonstrable experience handling a team size of 20 or more members, showcasing leadership in driving performance, motivation, and professional development.

Hands-on experience within the automobile industry, particularly in customer-centric roles, is essential. A strong background in dealing with both customers and dealer owners is required to navigate complex relationships and execute effective customer engagement strategies.

Exposure to automobile dealership operations, including understanding dealer networks, service point creation, and operational challenges, forms a crucial part of the skill set needed. Candidates must have a proven ability to manage escalations, implement customer-centric processes, and enhance the overall dealership experience.

Familiarity with technical aspects of automotive service, warranty management, and quality auditing will further support the candidate's effectiveness in this role. Leadership capabilities aligned with Mahindra’s leadership competencies, such as strategic foresight, team development, customer sensitivity, and executing with accountability, will be highly advantageous.

System Generated Core Skills

System Generated Secondary Skills