The CXM Head will be responsible for enhancing overall customer satisfaction, managing customer experience across sales and service touchpoints, handling escalations, improving CSI scores, and ensuring Mahindra CX standards are strictly followed.
Key Responsibilities:
Drive
Customer Experience (CX)
initiatives across Sales, Service, and CRM functions.
Monitor and improve
CSI / NPS scores
as per Mahindra guidelines.
Handle
customer complaints, escalations, and resolutions
within defined TAT.
Ensure
process adherence
to Mahindra CX policies and audit requirements.
Conduct
customer feedback analysis
and share improvement action plans with department heads.
Coordinate with Sales, Service, CRM, and Bodyshop teams for seamless customer journey.
Lead
customer retention, loyalty programs, and engagement activities
.
Ensure timely
closure of VOC (Voice of Customer)
cases in CRM/DMS.
Prepare and present
CX performance reports
to management.
Train and mentor front-end staff on
customer handling, soft skills, and CX best practices
.
Support dealership audits and ensure compliance with manufacturer standards.
Required Skills & Competencies:
Strong understanding of
automobile dealership operations
.
Expertise in
customer relationship management, grievance handling, and analytics
.
Excellent
communication, interpersonal, and leadership skills
.
Hands-on experience with
CRM, DMS, CSI tools
.
Ability to manage multiple stakeholders and drive cross-functional coordination.
Eligibility Criteria:
Graduate / MBA (Preferred).
6-10 years of experience
in Customer Experience / CRM / CX role in an automobile dealership.
Prior experience with
Mahindra or similar OEM
will be an added advantage.
Salary:
25,000 /- to 30,000 /-
Please share your resume to career@singhania.org.in
Job Type: Full-time
Pay: ₹25,000.00 - ₹30,000.00 per month
Work Location: In person
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