Representative Tasks:
- Represent the company and brand with professionalism and integrity in all internal and external interactions.
- Build and maintain positive relationships with employee representatives and key stakeholder groups to foster a collaborative work workplace.
- Make timely and effective decisions on behalf of Franchise Partner management to enhance Customer satisfaction and resolve issues efficiently.
- Implement appropriate countermeasures to address Customer concerns and improve service quality.
- Approve expenditure strategically to support Customer satisfaction initiatives and manage escalation processes effectively.

Process Management:
- Oversee the end-to-end process of capturing customer feedback and translating customer insights into actionable improvements.
- Manage the entire life cycle of customer complaints and feedback, ensuring timely resolution and continuous service enhancement.
- Oversee retention and life cycle management initiatives to maximize Customer loyalty and repeat business at the Franchise Partner.




- Collaborate with the Marketing team to plan, coordinate, and execute targeted life cycle management activities, including outreach campaigns such as cold calls and digital engagement.
- Ensure alignment of life cycle management strategies with overall Franchise Partner goals to enhance long-term Customer relationships

Lead & Data Management & Customer Touchpoints:
- Implement and oversee the Lead Management process as defined by MBIL to ensure effective Customer acquisition and conversion.
- Coordinate closely with the Contact Centre, MBIL CRM, Marketing, and Sales teams to ensure seamless lead flow and Customer engagement.
- Apprise staff readiness and preparedness for planned Customer visits, Test drives and facilitating personalized and high-quality Customer interactions.
- Establish and manage dealer Call Center operations to enhance Customer communication and service responsiveness.
- Drive analysis, development, and

📌 Customer Care Manager Sales (Pune Division)
🏢 B. U. Bhandari Mercedes-Benz
📍 Pune Division