Customer Care Manager Sales

Representative Tasks:

• Represent the company and brand with professionalism and integrity in all internal and external interactions.
  
• Build and maintain positive relationships with employee representatives and key stakeholder groups to foster a collaborative work environment.
  
• Make timely and effective decisions on behalf of Franchise Partner management to enhance Customer satisfaction and resolve issues efficiently.
  
• Implement appropriate countermeasures to address Customer concerns and improve service quality.
  
• Approve expenditure strategically to support Customer satisfaction initiatives and manage escalation processes effectively.
  Process Management:
  

• Oversee the end-to-end process of capturing customer feedback and translating customer insights into actionable improvements.
  

• Manage the entire life cycle of customer complaints and feedback, ensuring timely resolution and continuous service enhancement.
  
• Oversee retention and life cycle management initiatives to maximize Customer loyalty and repeat business at the Franchise Partner.
  
• Collaborate with the Marketing team to plan, coordinate, and execute targeted life cycle management activities, including outreach campaigns such as cold calls and digital engagement.
  
• Ensure alignment of life cycle management strategies with overall Franchise Partner goals to enhance long-term Customer relationships
  

• Implement and oversee the Lead Management process as defined by MBIL to ensure effective Customer acquisition and conversion.
  
• Coordinate closely with the Contact Centre, MBIL CRM, Marketing, and Sales teams to ensure seamless lead flow and Customer engagement.
  
• Apprise staff readiness and preparedness for planned Customer visits, Test drives and facilitating personalized and high-quality Customer interactions.
  
• Establish and manage dealer Call Center operations to enhance Customer communication and service responsiveness.
  
• Drive analysis, development, and continuous improvement of CRM activities based on business requirements and market needs
  
  

• Identify training needs for staff, with a focus on enhancing Customer-centric soft skills.
  
• Plan and coordinate Customer-centricity training programs to improve employee engagement and service quality.
  

Complaint Management:

• Oversee the Complaint Management process as defined by MBIL.
  
• Maintain an overview of all open complaints, monitoring progress and ensuring timely resolution.
  
• Conduct root cause analysis for internal and external Customer complaints and develop effective countermeasures.
  
• Develop and execute action plans aimed at minimizing complaint volume and reducing resolution time
  

Sales Process and Service Core Process:

• Supervise daily operations at all Customer touchpoints, ensuring personal involvement and direct engagement when necessary.
  
• Facilitate seamless coordination across all departments to deliver consistent and superior Customer experience.
  
• Implement and monitor activities defined for each Customer touchpoint as per the Franchise Partners requirement standards.
  
• Drive the execution of defined feel good factors including interpersonal, measurable, and unexpected gestures at every Customer interaction.
  
• Serve as the primary dealer representative for all Customer-related matters, ensuring alignment with brand values and Customer expectations.
  

Stakeholder Management:

• Ensure deliveries are carried out according to the latest Mercedes-Benz delivery guidelines, involving the defined team members and prescribed experience elements to maintain brand consistency and Customer satisfaction.
  

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  Represent the Franchise Partner professionally at events and maintain personalized contact with VIP Customers.
  
• Collaborate with the Marketing team to plan events aimed at lead generation and ensure efficient lead management post-events.
  

Qualification Requirement: Postgraduate/ Masters degree in Marketing along with data analytics (preferred).

Experience: Minimum 8 years of work experience in CRM (preferably with auto / hospitality industry) involving preparation and implementation of strategies to enhance Customer experience.

Skillset Requirement:

• Leadership and Problem Solving
  
• Strategizing
  
• Articulation
  
• Supervision and People management
  
• Planning and execution
  
• Analytical
  
• Stakeholder Management
  
• Objection Management