Area Customer Care Manager

Responsibilities & Key Deliverables

• Dealer Manpower availability, training plan for dealership, %age trained, %age certified
• Adherance to M&M CI norms
• 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)
• Workshop Processes & Management 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

• Dealership Satisfaction Score
  

Education Qualification
Graduate/ Postgraduate in Mechanical/ Automobile/ Mechatronics Engineering
General Experience
Core Automotive customer care experience of 3-8 years
Critical Experience

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Identifying Customer Needs, Territory Coverage Optimization, Customer Care & Service Management, Warranty Management (Service Quality), Dealer Manpower Management & Development, Designing Customer Experience, Product Knowledge & Application, Customer Focus, Dealer Relationship Management, Manpower Planning, Service Planning (Design & Implementation)
System Generated Core Skills
Customer Sensitivity
Service Orientation
Service Management
System Generated Secondary Skills
Consumer Focus
Dealer Relationship Management
Service Planning