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

• Statutory

Benefits

• Accidental Policy 3. Incentive

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).

Experienc