Customer Care Manager Sales

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 environment. • 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 continuous improvement of CRM activities based on business requirements and market needs Training: • Identify training needs for staff, with a focus on enhancing Customer-centric soft skills. • Plan and coordinate Customer-centricity training programs to improve employee engagement and service quality. Complaint Management: • Oversee the Complaint Management process as defined by MBIL. • Maintain an overview of all open complaints, monitoring progress and ensuring timely resolution. • Conduct root cause analysis for internal and external Customer complaints and develop effective countermeasures. • Develop and execute action plans aimed at minimizing complaint volume and reducing resolution time Sales Process and Service Core Process: • Supervise daily operations at all Customer touchpoints, ensuring personal involvement and direct engagement when necessary. • Facilitate seamless coordination across all departments to deliver consistent and superior Customer experience. • Implement and monitor activities defined for each Customer touchpoint as per the Franchise Partner’s requirement standards. • Drive the execution of defined “feel good factors” — including interpersonal, measurable, and unexpected gestures — at every Customer interaction. • Serve as the primary dealer representative for all Customer-related matters, ensuring alignment with brand values and Customer expectations. Stakeholder Management: • Ensure deliveries are carried out according to the latest Mercedes-Benz delivery guidelines, involving the defined team members and prescribed experience elements to maintain brand consistency and Customer satisfaction. • Represent the Franchise Partner professionally at events and maintain personalized contact with VIP Customers. • Collaborate with the Marketing team to plan events aimed at lead generation and ensure efficient lead management post-events. Requirements Qualification Requirement: Postgraduate/ Master’s degree in Marketing along with data analytics (preferred). Experience: Minimum 8 years of work experience in CRM (preferably with auto / hospitality industry) involving preparation and implementation of strategies to enhance Customer experience. Skillset Requirement: • Leadership and Problem Solving • Strategizing • Articulation • Supervision and People management • Planning and execution • Analytical • Stakeholder Management • Objection Management Benefits 1. Statutory Benefits 2. Accidental Policy 3. Incentive