Zonal Key Account Manager

Mahindra And Mahindra Ltd.

Greater Noida

On-site

INR 1,800,000 - 2,400,000

Full time

12 days ago

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Job summary

Mahindra & Mahindra Ltd. in India seeks a Zonal Head - Customer Care to lead strategic service initiatives across the auto/service network. You will drive project execution, budgeting, and stakeholder alignment with a focus on dealer capability, spare parts strategy, and service management to enhance dealer and customer satisfaction.

You will manage cross-functional teams, champion customer-centric programs, and ensure sustainable, measurable improvements in performance and service quality.

Qualifications

MBA or BE in engineering with relevant specializations.
8–12 years in auto/service industries with leadership exposure.
Zonal Head – Customer Care experience is preferred.

Responsibilities

Lead customer care strategy and rollout customer-centric projects.
Drive service strategy and spares business initiatives across dealers.
Coordinate with internal & external stakeholders to meet targets.
Oversee budget estimation, monitoring, and project execution.

Skills

Project Execution

Project Management

Budgeting & Costing

Negotiation

Project Planning & Execution

Productivity Improvement

Stakeholder Management

Sustainability

Strategic Planning

Team Management

Dealer Capability Building

Training & Development

Customer Orientation

Product Knowledge

Spare Parts Strategy

Dealer Relationship Management

Business Case Development

Performance Management

Demand Forecasting

Market Acumen

Customer Centricity

Service Management

Warranty Management

Warehouse

Engineer

Automotive

Manufacturing

Engineering

Education

MBA

Bachelor of Engineering

Mechanical Engineering

Automobile Engineering

Production Engineering

Tools

MS Project

SAP

Job description

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Know- how of Project Execution/Methodology-Preferably Warehousing exposure. Execution of the Project. Warehouse Design Know -How. Coordination with multiple internal stakeholder to achieve Project deadline. Estimation of annual capital budget. Compilation of budget. Techno commercial Negotiation. PR,PO Release in SAP. Follow up with supplier. Follow up with account for supplier payment. Commissioning/hand over of assets. Budget Estimates. Budget Monitoring. Project Monitoring in MS Project. System Adherence. LOI Preparation. Requisition process. Statutory Approvals for various equipment. Document Control. Document Preparation in line with IMS stand ards. SOP preparation. To lead and implement select Service Strategy Initiatives like Shield, Maxicare, and Workshop Productivity Improvement projects etc by aligning internal and external stakeholders and devising implementation strategies Developing Action Plan, assigning responsibilities, defining success matrix, monitoring for sustainability of the initiatives. To lead the digital initiatives towards delivering convenience to customers and to be vigilant to maintain our brand art par or even ahead of competition Analyze developments in the market to identify inputs into strategic planning. Providing clarity of goals and objectives, in order to assist dealer team members in independently achieving results Undertaking appropriate dealer capability building initiatives to augment strategic imperatives. Creating infrastructures and networks art strategic locations, keeping in mind a long-term vision. To lay down the down the controlling guidelines in Spares Policy by comparisons with set policies, analysis of future targets, and review of market requirements, business terms and conditions. To ensure capability building through training Parts managers through an established training model based on the training needs identification

Preferred Industries

Education Qualification

MBA; Bachelor of Engineering; Bachelor of Engineering in Mechanical; Bachelor of Engineering in Automobile; Bachelor of Engineering in Production

General Experience

8-12 years in Auto/Service industry

Critical Experience

Zonal Head - Customer Care and exposure to Customer Care.Played a lead role in rolling out a Customer Centric Project.Having led Service Strategy and/or Spares Business Teams

System Generated Core Skills