Customer Care Manager

Mercedes-Benz India Pvt. Ltd.; Pune District; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Mercedes-Benz India Pvt. Ltd. is seeking a Customer Relation Manager to lead PRM activities, ensuring high customer satisfaction and retention across the dealership network.

The role involves annual budgeting, cross-functional planning with DPs, CEOs and HODs, and driving lifecycle communications to optimize CSI across all touchpoints. The candidate will develop tools for direct communications, monitor complaints with root-cause analysis, and coordinate CSI surveys with MB India teams to deliver

Qualifications

• Excellent written and spoken English.
• Strong customer-facing communication.
• Ability to analyze feedback and drive improvements.

Responsibilities

• Plan PRM activities including budget, activities and resources.
• Monthly/quarterly PRM planning with DP, CEO’s and HODs.
• Identify drivers and implement measures to improve CSI.
• Ensure CRM consistency across divisions and aftersales.
• Develop lifecycle communication tools (mailers, brochures, greetings).
• Implement customer lifecycle communication to increase retention.
• Coordinate CSI surveys with MB India CRM team and aftersales marketing.
• Provide feedback on customer complaints affecting satisfaction.
• Capture, monitor and analyze customer complaints; perform root cause analysis.
• Act as single point of contact for customer complaints; close issues on time.
• Coordinate with Sales and Aftersales HODs/Dealers for closure of complaints.
• Clean old customer data (over 1 year) in collaboration with telemarketing and aftersales teams.

Skills

Communication Skills

Interpersonal & Social competence

Method & process competence

Specialist competence

Education

Graduate in Engineering/Commerce/Arts

Job description

Job Summary:As a Customer Relation Manager you are fully responsible for planning & execution of all PRM activities to ensure highestlevel of customer satisfaction and customer retention. You ensure that predefined goals are met and measures tomaintain customer relations are well implemented.

Your key responsibilities are:

• PRM activities planning for the current year in terms of Budget, activities and resources.
• Monthly and quarterly planning of PRM activities in consensus with DP, CEO’s and HOD’s.
• Identify and control the relevant drivers as well as develop and consistently implement measures, with the aim ofcontinuous retention and improvement of customer satisfaction (CSI).
• Ensure consistent customer relations management (CRM) across divisions and after sales stages.
• Develop necessary tools (direct mailers, brochures, greetings etc.) required for life cycle communication.
• To ensure Implementation customer life cycle communication to increase customer retention.
• Discuss with respective HODs’ and develop an action plan for CSI improvement at the dealership.
• Develop counter measure to eliminate negative feedback from customers in future.
• Coordinate with MB India CRM team and after sales marketing team for CSI surveys.
• Provide feedback to after sales department on customer complaints or any other issues that may affect Customersatisfaction.
• Capture, record and monitor customer complaints on regular basis.
• Conduct root cause analysis of all the complaints from all sources.
• Implement action plan to minimize complaints.
• Act as one point contact with the customers for all customer complaints.
• Handle dis-satisfied customers who have raised complaints through all sources.
• Coordinate with sales and after sales department HOD’s, Dealer principle for closure of all the After Sales complaintsas per the set time line.
• With the support of telemarketing team & After sales team , old customer database cleaning has to be done, in termsof checking and updating the contact and address of old customers (> 1year).

Skills

Communication Skills

• You have excellent communication skills with a professional English accent.
• You are aware of basic calling etiquettes and have right attitude to provide required information/help to customers
• You listen carefully, and can identify the underline meaning and real demands.
• You talk clearly in the language that the customer will understand and avoids using jargons.

Interpersonal & Social competence

• You are able to relate to the customer’s needs and options.
• You are able to handle objections and overcome rejections. You can balance personal involvement andprofessional distance.
• You have high self-esteem, and you are controlled and focused even in stressful situations. And you can handleconflicts and resolve it amicably.
• You remain calm and factual and are guided by a win-win solution.
• You See feedback as an opportunity to improve and opens channels for feedback. You also provide feedback which isobjective and constructive in nature.
• You build a relationship with the customer that is based on honesty, mutual respect, confidence and mutual trust.
• You are a good team player and always support and motivate your colleagues.

Method & process competence

• You understand the customer life cycle management and related functionalities in DMS.
• You keep a continuous update of customer data and record the same.
• You are aware of calling script and follow it religiously for effective calling.
• You keep a track of calling activities and complete it on time for better results.
• You keep a track of lost customers and put the efforts to bring them back to dealership.
• You promote the service product, campaigns through various modes like SMS, email and proactive calling.
• You work according to the MB service processes and standards.

Specialist competence

• You Understand and are aware of business management co-relation, e.g. Customer satisfaction, root cause analysis,you are responsible to a large extent for CSI.
• You are an expert in implementing Customer Relationship Strategy.
• You are an important point of contact, and are a facilitator between the needs of the customer and the company.
• You take care of the customer relationship in every stage of the ownership, supported through Marketing and ServicePrograms.
• Contributes to the critical interaction and dialogue after the vehicle has been purchased, builds up confidence, trustand loyalty with the Customer.
• You have brief knowledge of the Mercedes-Benz vehicles, dealer policies and service products.

Requirements

Qualification & Experience:

• Graduate in Engineering/Commerce/Arts.
• 5-6 years of experience in Luxury automobile retail market.