State Customer Care Manager - MH East

Responsibilities & Key Deliverables

As the State Customer Care Manager for MH East within Mahindra & Mahindra Ltd, you will play a pivotal role in fostering a customer-centric culture by understanding both explicit and implicit customer requirements. You will be responsible for overseeing product management activities by conducting comprehensive market and competitor product analyses to inform product development and refine existing solutions, working closely with Quality and Product Development teams (PDRDS) to address and rectify product issues, thereby enhancing product confidence among the sales team.

Your responsibilities include building and maintaining strong relationships with channel partners and internal sales teams, acting as a crucial link between field operations and head office. You will design and implement robust systems and processes aimed at maximizing workshop and dealership profitability, while championing innovative customer care initiatives to ensure first-time-right service delivery and minimizing production downtime.

Collaboration with cross-functional units like Quality and PDRDS will be essential to incorporate valuable product feedback into both current offerings and future releases. Additionally, you will manage state-level stakeholder relationships, ensuring smooth implementation and successful execution of new initiatives. As a leader, you will mentor and prepare your team to drive the organisation towards a sustainable and customer-focused future.

• Understand and translate customer requirements into actionable strategies to enhance the Mahindra brand presence.
• Conduct thorough product and competitor analysis to identify market needs and inform product improvements.
• Facilitate communication between sales teams, dealers, and head office to ensure alignment on customer care objectives.
• Develop and implement systems that drive dealership profitability and operational excellence.
• Lead customer care programs aimed at improving service quality and minimizing operational losses.
• Collaborate with Quality and PDRDS teams to integrate customer insights into product development cycles.
• Manage dealer and state team relationships to support smooth deployment of initiatives and programs.
• Provide guidance and coaching to team members, fostering continuous growth and organizational readiness.

Preferred Industries

Education Qualification

A minimum of a Bachelor's degree in Engineering is required to succeed in this role, ensuring a solid technical foundation to understand and manage product-related challenges effectively. Degrees in mechanical, agricultural, or industrial engineering are particularly valued given the technical nature of Mahindra's Farm Division products and solutions.

Continuing professional development and certifications related to customer service management, product management, or leadership will be advantageous and demonstrate a commitment to ongoing learning and skill refinement.

Strong technical comprehension paired with knowledge of agricultural equipment and related technologies is essential to effectively bridge the gap between product engineering and customer care initiatives.

General Experience

The ideal candidate will possess between 10 to 15 years of comprehensive experience in customer care, product management, or related fields within the agricultural machinery or automotive sectors. This experience is critical in developing a nuanced understanding of market dynamics, customer needs, and product lifecycle management.

Demonstrated success in managing stakeholder relationships including channel partners, sales teams, and service networks will be important. Experience in designing and implementing customer-centric processes and driving dealership profitability is also essential.

A strong background in coordinating with multifaceted teams such as Quality, Product Development, and Sales to ensure seamless product feedback integration and high customer satisfaction is required to thrive in this role.

Critical Experience

• Customer Relationship Management (CRM): Proven capability to build and sustain strong relationships with customers, channel partners, and internal teams, ensuring unparalleled customer satisfaction.
• Product and Market Knowledge: In-depth understanding of farm machinery and aggregates products including competitor analysis and market trend evaluation to inform strategic decisions.
• Service and Warranty Management: Experience in designing, planning, and executing service initiatives and warranty programs that improve customer experience and operational efficiency.
• Process Design and Implementation: Expertise in creating and managing systems that support first-time-right service, minimize production losses, and enhance dealership profitability.
• Leadership and Team Development: Demonstrated ability to lead diverse teams, mentor subordinates, and foster an inclusive culture that encourages learning, innovation, and high performance.
• Strategic Business Orientation: Experience in anticipating market opportunities, leveraging business insights, and adopting a global mindset aligned with sustainability and stakeholder focus.
• Innovation and Change Management: Skilled in driving transformative initiatives, taking calculated risks responsibly, and acting as a change catalyst within the organisation.
• Capability Building and Influence: Effective in building capabilities within teams and influencing cross-functional stakeholders to achieve common business goals.

System Generated Core Skills

Service Orientation

Product Knowledge - Farming Applications

Customer Relationship Management (CRM)

Capability Building

Influencing Skills

Key Account Management

Revenue Generation

Service Planning

Service Strategy

Spare Parts Management

Inventory Management

Territory Coverage Optimization

Channel Development

Designing Customer Experience

Customer Sensitivity

Warranty Management

Service Management

Service Initiatives & Campaigns

Service Business Planning

Understanding Customer Needs

Customer Satisfaction

Product Management

Competitor Analysis

Relationship Management

Process Design & Implementation

Planning for Dealership Profitability

Product Knowledge - Aggregates

System Generated Secondary Skills

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