Deputy Manager- Digital Customer Experience

Mahindra And Mahindra Ltd.; Mumbai; On-site; INR 1,400,000 - 2,000,000; Full time

Job summary

Mahindra & Mahindra Ltd. in Mumbai is seeking a Deputy Manager- Digital Customer Experience to oversee end-to-end BAU operations for Web Channels and ensure accurate master data management across digital properties.

You will lead launches, readiness, and hypercare for vehicle bookings and product campaigns, coordinating data migrations and cross-functional teams to ensure seamless platform transitions.

Qualifications

• 15+ years of experience in Digital Customer Experience operations.
• BE in IT or related field.
• Experience with web channels and launching digital initiatives.

Responsibilities

• Manage end-to-end BAU operations and governance for Web Channels platforms.
• Own website master data management, ensuring accurate updates across digital properties.
• Manage and support launches on Launch Portal, including readiness, config, coordination, deployment, and hypercare.
• Lead planning, readiness, execution, and hypercare for vehicle booking launches, product launches, and campaigns.
• Coordinate booking data migration activities and ensure data integrity during launches and platform transitions.
• Provide on-ground command center during launches, coordinating cross-functional teams and war-room governance.
• Monitor and drive resolution of payment, booking, and customer-impacting incidents to minimize revenue loss.
• Act as the primary contact for dealership-related booking and digital platform concerns.
• Support Service Website operations, releases, enhancements, and stakeholder requirements.
• Drive special CX projects, process improvements, and digital transformation programs.
• Develop SOPs, governance frameworks, dashboards, and monitoring to improve reliability and scalability.

Skills

Stakeholder mgmt

Cross-functional teamwork

Governance

Data governance

SOP development

CX initiatives

Project management

Education

BE - IT

Job description

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

Deputy Manager- Digital Customer Experience

Date: 1 Sept 2026

Location:

Mumbai A.O, MUM-KND-AFS(AD), IN

• Manage end-to-end BAU operations and governance for Web Channels platforms.
• Own website master data management, ensuring accurate and timely updates across customer-facing digital properties.
• Manage and support key vehicle and brand launches on the Launch Portal, including launch readiness, configuration setup, stakeholder coordination, production deployment support, and post-launch hypercare.
• Lead operational planning, readiness, execution, and hypercare support for vehicle booking launches, product launches, and critical business campaigns.
• Coordinate booking data migration activities and ensure data integrity during launch and platform transition events.
• Provide on-ground command center support during launches, managing cross-functional coordination, issue triaging, stakeholder communication, and war-room governance.
• Monitor and drive resolution of payment, booking, and customer-impacting incidents to minimize business and revenue loss.
• Act as the primary point of contact for dealership-related booking and digital platform concerns.
• Support Service Website operations, releases, enhancements, and business stakeholder requirements.
• Drive execution of special projects, CX initiatives, process improvements, and digital transformation programs.
• Develop SOPs, governance frameworks, operational dashboards, and monitoring mechanisms to improve platform reliability and scalability.

Experience

15+ yrs.

Industry Preferred

Qualifications

BE - IT

General Requirements

• Stable and uninterrupted Web Channels operations.
• Accurate management of website masters and business-critical data.
• Seamless execution of vehicle booking launches and launch hypercare support.
• Successful booking data migration and operational readiness activities.
• Timely resolution of payment, booking, and dealer escalations.
• Improved Service Website operations and customer experience.
• Effective delivery of special projects and strategic CX initiatives.
• Enhanced stakeholder, dealer, and customer satisfaction.

Our commitment to Diversity, Equity, and Inclusion

At Mahindra and Mahindra Limited, we believe that diversity drives innovation, and inclusion is at the heart of everything we do. We are committed to cultivating a workplace where every individual feels valued, respected, and empowered to thrive.
We are proud to be an Equal Opportunity Employer. All qualified applicants will be considered for employment without regard to age, caste, race, religion, color, ethnic origin, gender identity, nationality, physical or mental disability, medical condition, sexual orientation, educational background, marital or domestic partnership status, pregnancy or childbirth, veteran status, citizenship status, ancestry, financial status, or any other personal characteristic protected by applicable law.
We actively encourage candidates from all backgrounds to apply and bring their unique perspectives to our teams. We are committed to ensuring an accessible and inclusive experience for all applicants.
Together, we rise by embracing differences and building a future that reflects the communities we serve.