Manager - Customer Services Dealer Business and Process Specialist

Mercedes-Benz India Private Limited; Pune District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Mercedes-Benz India Private Limited in Pune is seeking a Manager - Customer Services Dealer Business and Process Specialist to lead dealer performance and optimize processes. You will collaborate with dealership teams to enhance sales, service quality, and operational efficiency.

The role emphasizes training, process adherence, and delivering a premium customer journey, while coordinating with senior management on performance reporting and strategic initiatives.

Qualifications

• Master's degree in business administration, marketing, or a related field.
• 3–5 years of experience in automotive sales, dealership management, or a related field.
• Proven track record of driving business performance and process improvements.
• Experience in project management, including planning, execution, and monitoring.

Responsibilities

• Monitor and analyze dealer performance metrics to drive sales and service improvements.
• Ensure adherence to established processes and standards with best-practice adoption.
• Conduct training sessions for dealer staff on sales, service, and ops procedures.
• Enhance the customer journey to deliver a premium experience at touchpoints.
• Prepare regular reports on dealer performance, processes, and customer feedback.
• Build strong relationships with dealer principals and stakeholders.
• Ensure activities comply with Mercedes-Benz policies and regulatory requirements.
• Lead projects to improve dealer operations and business processes.

Skills

Analytical

Communication

Independent work

Time management

Project management

Customer focus

Strategic thinking

Integrity

Adaptability

Education

MBA/Marketing

Job description

Job Description - Manager - Customer Services Dealer Business and Process Specialist (MER0004A7Z)

Manager - Customer Services Dealer Business and Process Specialist Group : Mercedes-Benz Group AG

Description

Job Summary:

The Customer Services Manager for Dealer Business and Process Parameters will be responsible for driving dealer performance, ensuring adherence to business processes, and optimizing dealer operations. This role involves close collaboration with dealership teams to enhance sales, customer satisfaction, and operational efficiency.

Key Responsibilities:

• Dealer Performance Management:Monitor and analyze dealer performance metrics, providing actionable insights to improve sales and service outcomes.
• Process Optimization:Ensure dealers adhere to established business processes and standards, identifying areas for improvement and implementing best practices.
• Training and Development:Conduct training sessions for dealer staff on sales techniques, customer service, and operational procedures.
• Customer Experience:Work with dealers to enhance the customer journey, ensuring a premium experience at every touchpoint.
• Reporting and Analysis:Prepare regular reports on dealer performance, process adherence, and customer feedback, presenting findings to senior management.
• Relationship Management:Build and maintain strong relationships with dealer principals and key stakeholders, acting as the primary point of contact for all dealer-related matters.
• Compliance:Ensure all dealer activities comply with Mercedes-Benz policies, industry regulations, and legal requirements.
• Project Management:Lead and manage projects aimed at improving dealer operations and business processes, ensuring timely completion and alignment with strategic goals.

Skills:

• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Ability to work independently and as part of a team.
• Strong organizational and time management skills.
• Project management skills, including the ability to manage multiple projects simultaneously.
• Customer-focused mindset with a passion for delivering exceptional service.Ability to influence and motivate dealer teams.
• Strategic thinking and ability to implement tactical plans.
• High level of integrity and professionalism.
• Adaptability and resilience in a fast-paced environment.

Qualifications

Education:

• Master’s degree in Business Administration, Marketing, or a related field.

Experience:

• Minimum of 3-5 years of experience in automotive sales, dealership management, or a related field.
• Proven track record of driving business performance and process improvements.
• Experience in project management, including planning, execution, and monitoring.

Organization

Mercedes-Benz India Private Limited

Primary Location

India-Maharashtra-Pune

Work Locations

E-3, MIDC Chakan, Phase III, Chakan Industrial Area E-3, MIDC Chakan, Phase III, Chakan Industrial Area Kuruli & Nighoje, Taluka : Khed Pune 410501