Company: Veer Mahindra
Position: Head – Customer Experience & Customer Service
Location: Kannur & Kasaragod, Kerala
Department: Customer Experience (Sales & After Sales)
Reporting To: Chief Executive Officer (CEO)
Direct Reports:
- Customer Experience Manager – Sales (Kannur)
- Customer Experience Manager – Service (Kannur)
- Customer Experience Manager – Sales (Kasaragod)
- Customer Experience Manager – Service (Kasaragod)
- Customer Care Executives
- Customer Relationship Executives
- Telecalling & CRM Teams
Position Overview
Veer Mahindra is seeking an experienced, customer-centric, and transformational Head – Customer Experience & Customer Service to lead all customer experience operations across Kannur and Kasaragod.
The role is responsible for designing, implementing, and continuously improving the end-to-end customer journey across Personal Vehicles (PV), Commercial Vehicles (CV), and Mahindra Electric/Born Electric (BEV) businesses—from enquiry to vehicle delivery and throughout the ownership lifecycle.
The Head of Customer Experience will ensure every customer interaction reflects Veer Mahindra's commitment to excellence, resulting in industry-leading customer satisfaction, loyalty, retention, and brand advocacy.
Role Objectives
- Build a customer-first culture across every department.
- Deliver best-in-class customer experience throughout the ownership journey.
- Achieve industry-leading CSI, NPS and online reputation scores.
- Strengthen customer retention and repeat business.
- Standardise customer experience across all facilities.
- Develop high-performing Customer Experience teams.
Key ResponsibilitiesCustomer Experience Strategy
- Develop and implement the dealership's Customer Experience (CX) strategy.
- Design customer journey standards for every touchpoint.
- Standardise customer interaction processes across all locations.
- Align customer experience initiatives with Mahindra guidelines and Veer Mahindra standards.
- Drive continuous improve