Manager

Role Overview Mahindra & Mahindra is seeking a dynamic Manager of Customer Care to lead customer support operations for the Spares Business Unit in Kanhe, Pune. In this role, you will drive operational excellence within a third-party logistics call center and spearhead CRM enhancements. Join our mission to deliver superior automotive experiences and unmatched satisfaction across all customer touchpoints. Key Responsibilities - Manage and oversee the performance, KPIs, and KRAs of the 3PL call center through regular operational reviews - Ensure prompt, effective resolution of customer queries, complaints, and escalations to maintain high satisfaction levels - Establish robust service standards, service level agreements, and optimized processes for a consistent customer experience - Drive continuous enhancement and user adoption of our proprietary CRM platform, MDARPAN - Analyze customer feedback and operational data to identify trends, process gaps, and areas for service improvements - Collaborate with cross-functional teams including Sourcing, Operations, Distribution Planning, and Bazaar Customer Care - Champion a customer-first approach and implement automation and innovation within customer care workflows Required Qualifications - Graduate or Postgraduate degree in Business, Engineering, or a related discipline - 8 to 12 years of experience in customer care or service operations, preferably in the automotive or spares domain - Proven track record of managing call center operations, vendor performance, and 3PL partners - Hands-on experience with CRM tools, digital platforms, and SAP systems - Excellent interpersonal, verbal, and written communication skills with strong analytical capabilities Why Join Us Join Mahindra & Mahindra to drive innovation in automotive customer service while accelerating your career with an industry leader. We foster a collaborative environment focused on professional growth, quality, and customer delight.