Job Title: Head – Customer Experience Management (CXM)

Department: Customer Experience / Sales & Service

Reports To: Dealer Principal / General Manager

Key Responsibilities:

- Customer Experience
- Own overall customer satisfaction across Sales, Service, and other dealership touchpoints.
- Ensure customers receive a consistent and premium experience.
- Monitor customer feedback, complaints, and satisfaction scores.
- Customer Feedback & CSI
- Track Customer Satisfaction Index (CSI), NPS, customer complaints, and other OEM/dealership CX metrics.
- Analyze negative feedback and identify recurring issues.
- Prepare action plans to improve customer satisfaction and close gaps.
- Complaint Management
- Take ownership of escalated customer complaints.
- Coordinate with Sales, Service, Parts, CRM and management teams for resolution.
- Ensure complaints are resolved within defined TAT.
- Conduct root-cause analysis for repeated complaints.
- Customer Retention




- Develop initiatives for repeat purchases, service retention and customer loyalty.
- Track lost customers and inactive customers.
- Coordinate customer engagement activities, campaigns and relationship programs.
- Process & Compliance
- Ensure dealership processes are aligned with Mahindra/OEM CX standards and guidelines.
- Conduct regular audits of customer touchpoints.
- Monitor adherence to call, follow-up, delivery and service processes.
- Team Management
- Lead and train CRM/CXM executives and customer relationship teams.
- Set KPIs and conduct regular performance reviews.
- Coach employees on communication, complaint handling and customer service.

Pay: ₹32,000.00 - ₹45,000.00 per month

Perks

- Cell phone reimbursement
- Paid sick time
- Provident Fund

Work Location: In person

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