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