Key Responsibilities
Manage the daily operations.
Drive customer satisfaction, CSAT, and NPS.
Monitor customer follow-ups and feedback.
Ensure timely resolution of customer complaints.
Coordinate with Sales, Service, Parts, and Finance teams.
Monitor CRM/DMS data and process compliance.
Drive customer retention and repeat business.
Plan customer engagement and loyalty activities.
Review CRM performance and prepare MIS reports.
Identify CX gaps and implement corrective actions.
Train and guide the CRM team.
Ensure compliance with Mahindra CRM and CX standards.