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Mahindra & Mahindra Limited.
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Regional Customer Care Manager

Regional Customer Care Manager

Mahindra & Mahindra Limited.

12 - 15 years

30 - 35 Lacs

raipur

Posted:1 week ago| Platform:

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Skills Required

relationship management data analysis team management customer satisfaction contract management process control dms automotive technical support recruitment

Work Mode

Work from Office

Job Type

Full Time

Job Description

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 candidates 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

Customer Satisfaction

Process Knowledge - Assembly

Business Process Improvement (BPI)

Contract Management

Performance Management

Relationship Management

Dealer Management

Incentive Schemes

Customer Management

Fraud Management

Trial Management

Tool Management

Talent Acquisition

Auditing

Quality Improvement

Reporting

Manpower Planning

Training Development

Review Mechanism

Customer Engagement

Process Control

Quality Auditing

Data Modeling

Revenue Generation

Business Communication

Continuous Improvement

Capability Building

Team Management

Customer Experience

Customer Centricity

Operations Management

Territory Coverage Optimization

Service Strategy

Consultative Selling

Sales Support

Service Planning

Service Management

Warranty Management

System Generated Secondary Skills

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Regional Customer Care Manager