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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