Customer Engagement Manager - MEAL

Mahindra And Mahindra Ltd.; Hyderabad; On-site; INR 450,000 - 750,000; Full time

Job summary

Mahindra And Mahindra Ltd. is seeking a customer experience professional to manage complaints, social media listening, and EV customer relationships. The role involves field sales support, real-time escalation handling, and collaboration with internal teams to ensure premium customer experiences.

The ideal candidate has 3–5 years of experience in customer experience, with a background in sales support and CRM tools, preferably in the automotive/EV sector.

Qualifications

• 3–5 years of experience in customer experience.
• Background in customer engagement or sales support is preferred.
• Experience in EV/ software products is a plus.
• Graduation in Engineering/BE (Auto/Mech./Production) is preferred.
• MBA is optional.

Responsibilities

• Manage customer complaints and social media listening with real-time updates.
• Act as SPOC to build EV customer relationships and handle feedback.
• Provide end-to-end field sales support and escalation handling.
• Drive corrective actions based on root-cause analysis with cross-functional teams.
• Collaborate with vendors and internal teams to ensure quick resolutions.

Tools

CRM systems

Salesforce

Job description

Select how often (in days) to receive an alert:

Customer Complaints Management & Social Media (Online Reputation Management)

• 1.Follow the processes on Customer complaints Management in Dealer & Regional office fraternities
• 2. Monitor Turn Around Time (TAT) for Resolution
• 3. Ensure Process Adherence for Listening to Customer Voices on Social media | 1st Level Loop Closure | Constant Customer Updates during Resolution
• 4. Real Time Alert for high sentiment situations
• 5. Take ownership for key critical organisational reputation influencing situations
• 6. Liaison with Sprinklr (Social Listening Tool) & Interactive Avenues (Vendor partner for Social Listening)
• 7. Internal Escalation - Highlight Opportunities for Error and Escalate Real time
• 8. Provide end to end Sales support to field teams
• 9. Support on EV Charging ecosystem end to end

Customer relationships

• 1. Professionally, courteously and respectfully interact with customers to provide a consistent premium customer experience building dealer after sales loyalty
• 2. Act as SPOC to manage EV customer relationships for EV customers
• 3. Work on Intello poor feedback
• 4. Manage the Unscheduled visits / WH customers and their concerns

Field Sales Support

• 1. Real time Field Support on Key concerns (handling approach)
• 2. Monitor Repeat Escalations and discuss solutions with the Zonal & Nationals heads (Sales)
• 3. Drive corrective actions based on RCA (Root Cause Analysis) of escalated concerns through AO teams

Real time alerts on Senior Management Escalations

Experience

3-5 years
Background in Customer experience
GET + 2/3 years with intention to move in Customer Engagement/Sales support can be considered

Industry Preferred

Auto 4-wheeler (preferred) with CRM Profiles
Can explore luxury OEMs/ Consumer durables,Technology - Customer Care, Airlines, Hospitality, eCommerce

Qualifications

Graduation preferably Engineering/BE (Auto/Mech./Production)
MBA (optional)

General Requirements

Designing & Implementing Customer Experience
Understanding of Sales ecosystem
Market Acumen & Market Intelligence
Incident Management
Product Knowledge & Application
Basic technical understanding
Ability to deliver great customer experiences in a very active environment and to be invigorated by constant personal interaction.
Strong interest in technology, particularly EV/ software products

Our commitment to Diversity, Equity, and Inclusion

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