Kl Customer experience & customer service head Jobs – 184 Open Jobs Today

Customer Experience & Customer Service Head
Veer Mahindra —Kannur District, Kerala
- ₹30,000 - ₹55,000 a month
- Full-time
- Hospitality
- Sales
- Customer service
- Health insurance
- Cell phone reimbursement
Quick apply
6d
ERP Implementation Head
Dkatia Software Technologies Pvt Ltd —Kochi, Kerala
- ₹35,000 - ₹45,000 a month
- Full-time
- Management
- Microsoft Office
- Master's degree
Quick apply
5d
Strada Payroll -Payroll Country Owner - AU & NZ
Strada Global —Kochi, Kerala
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
- Health insurance
- Paid time off
Senior Area Head - Area Head - Direct Distribution - Cochin
Renewbuy.com —Kochi, Kerala
- ₹8,00,000 a year
- Full-time
- Sales
- Customer service
- Microsoft Office
Quick apply
Branch Sales Head
SR Recruiters —Kochi, Kerala
- ₹1,00,000 - ₹2,00,000 a month
- Urgently hiring
- Sales
- Business development
- In-person
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Branch Manager
IRISH EXPERT LLP —Kochi, Kerala
- ₹50,000 - ₹65,000 a month
- Full-time
- Microsoft Office
- Bachelor's degree
- Organisational skills
Quick apply
13d
Store Head
PREETHI SILKS —Malappuram, Kerala
- ₹40,000 - ₹50,000 an hour
- Full-time
- Sales
- Customer service
- Cashiering
- Commuter assistance
- Cell phone reimbursement
Quick apply
Team Lead - Key Accounts Mananger
Factorhuman Resources Pvt Ltd —Kochi, Kerala
- ₹92,000 - ₹96,000 a month
- Full-time
- Master's degree
- Analysis skills
- Bachelor's degree
Quick apply
Head of Customer Relations
LONGEFIT HEALTH PRIVATE LIMITED —Panampilly Nagar, Kochi, Kerala
- From ₹30,000 a month
- Full-time
- Microsoft Powerpoint
- Customer service
- Microsoft Office
Quick apply
Sales Co-ordinator
Milky Food Industries —Kochi, Kerala
- ₹25,000 - ₹4,50,000 a month
- Full-time
- Microsoft Excel
- Sales
- Master's degree
Quick apply
7d
Business Head
IPCS Global solutions pvt ltd —Kochi, Kerala
- ₹60,000 - ₹1,00,000 a month
- Full-time
- Microsoft Excel
- Management
- Sales
- Commuter assistance
- Health insurance
Quick apply
reception head
AMEND DENTAL CENTRE LLP —Calicut, Kerala
- From ₹30,000 a month
- Full-time
- Customer service
- Microsoft Office
- Administrative experience
Quick apply
HRFS Consultant
Strada Global —Kochi, Kerala
- Analysis skills
- Bachelor's degree
- Human resources
- Health insurance
- Paid time off
Purchase Manager
AccorHotel —Kochi, Kerala
- Full-time
- Inventory management
- ERP systems
- Analysis skills
Quick apply
General Manager (Group of Companies)
GENTLEMAN CHIT FUNDS CO. (INDIA) PVT.LTD —Vaikam, Kerala
- From ₹80,000 a month
- Full-time
- Up to 50% travel
- Finance
- Master's degree
- Health insurance
- Paid time off
Quick apply
Head – Loyalty Programs & CRM
Boby Chemmanur International Group —Thrissur, Kerala
- Full-time
- Master's degree
- APIs
- Business Administration
Quick apply
Assistant General Manager - Sales
GENTLEMAN CHIT FUNDS CO. (INDIA) PVT.LTD —Vaikam, Kerala
- ₹70,000 - ₹1,10,000 a month
- Full-time
- Sales
- Salesforce
- Business development
- Health insurance
- Paid time off
Quick apply
Manager on Duty
SYRUS MM HOSPITAL —Kannur District, Kerala
- ₹20,000 - ₹25,000 a month
- Full-time
- Customer service
- Microsoft Office
- Supervising experience
- Health insurance
Quick apply
Center Head & Administrator
Accredian private limited —Kochi, Kerala
- Full-time
- Microsoft Word
- Hospitality
- Microsoft Excel
Quick apply
General Manager Service
Veer Mahindra —Kannur District, Kerala
- ₹55,000 - ₹90,000 a month
- Full-time
- Master's degree
- Bachelor's degree
- Business Administration
- Health insurance
- Cell phone reimbursement
Quick apply
7d

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Customer Experience & Customer Service Head

Veer Mahindra
Kannur District, Kerala

Quick apply

Job details

Full-time
₹30,000 - ₹55,000 a month
6 days ago

Benefits

Health insurance
Cell phone reimbursement

Qualifications

Live chat
Hospitality
After-sales service
Customer retention
Sales
Customer service
Master's degree
Project management
Bachelor's degree
Team management
Hospitality Management
Customer relationship management
Data analytics
Business Administration
MBA
Leadership
Communication skills
Dealership experience
Negotiation

Full job description

Company: Veer Mahindra
Position: Head – Customer Experience & Customer Service
Location: Kannur & Kasaragod, Kerala
Department: Customer Experience (Sales & After Sales)
Reporting To: Chief Executive Officer (CEO)

Direct Reports:

Customer Experience Manager – Sales (Kannur)
Customer Experience Manager – Service (Kannur)
Customer Experience Manager – Sales (Kasaragod)
Customer Experience Manager – Service (Kasaragod)
Customer Care Executives
Customer Relationship Executives
Telecalling & CRM Teams

Position Overview

Veer Mahindra is seeking an experienced, customer-centric, and transformational Head – Customer Experience & Customer Service to lead all customer experience operations across Kannur and Kasaragod.

The role is responsible for designing, implementing, and continuously improving the end-to-end customer journey across Personal Vehicles (PV), Commercial Vehicles (CV), and Mahindra Electric/Born Electric (BEV) businesses—from enquiry to vehicle delivery and throughout the ownership lifecycle.

The Head of Customer Experience will ensure every customer interaction reflects Veer Mahindra's commitment to excellence, resulting in industry-leading customer satisfaction, loyalty, retention, and brand advocacy.

Role Objectives

Build a customer-first culture across every department.
Deliver best-in-class customer experience throughout the ownership journey.
Achieve industry-leading CSI, NPS and online reputation scores.
Strengthen customer retention and repeat business.
Standardise customer experience across all facilities.
Develop high-performing Customer Experience teams.

Key ResponsibilitiesCustomer Experience Strategy

Develop and implement the dealership's Customer Experience (CX) strategy.
Design customer journey standards for every touchpoint.
Standardise customer interaction processes across all locations.
Align customer experience initiatives with Mahindra guidelines and Veer Mahindra standards.
Drive continuous improvement initiatives using customer insights and feedback.

Customer Experience Operations

Lead customer experience across:

Sales Operations

Enquiry Management
Showroom Experience
Test Drive Experience
Booking Experience
Finance & Insurance Coordination
Vehicle Delivery Experience
Post-delivery Follow-up
Referral Programmes

Service Operations

Appointment Management
Reception Experience
Workshop Communication
Service Progress Updates
Vehicle Delivery
Complaint Resolution
Follow-up Calls
Service Retention Campaigns

Leadership & Team Management

Lead and mentor Customer Experience Managers across all branches and functions.

Responsibilities include:

Setting KPIs
Performance reviews
Coaching and mentoring
Recruitment support
Training and development
Resource planning
Performance improvement programmes
Team engagement initiatives

Build a culture where every employee understands that customer experience is everyone's responsibility.

Customer Satisfaction Management

Drive continuous improvement in:

Customer Satisfaction Index (CSI)
Net Promoter Score (NPS)
Google Ratings
Online Reviews
Customer Loyalty
Repeat Purchase
Repeat Service
Referral Generation

Review customer feedback daily and implement corrective actions.

Complaint Resolution

Personally handle critical customer escalations.
Establish structured complaint resolution processes.
Ensure defined turnaround times for every complaint category.
Conduct root-cause analysis and implement preventive actions.
Coordinate with Sales, Service, Parts and Management teams to resolve complex issues.

Customer Engagement & Retention

Develop programmes including:

Service Reminder Campaigns
Anniversary & Birthday Greetings
Vehicle Health Camps
Exchange Programmes
Loyalty Benefits
VIP Customer Programmes
Referral Campaigns
Corporate Customer Relationship Management

Digital Customer Experience

Oversee:

WhatsApp Customer Communication
Online Chat Responses
Website Enquiries
Google Reviews
Social Media Customer Queries
Digital Feedback Systems
Online Reputation Management

Ensure prompt, professional and consistent communication across every digital touchpoint.

Process Compliance & Quality

Ensure Mahindra customer experience standards are implemented.
Conduct regular branch audits.
Review mystery audit findings.
Monitor SOP compliance.
Improve process adherence across all departments.

Cross-Functional Coordination

Work closely with:

Sales Heads
General Manager – Service
Parts Manager
Marketing Team
Digital Engagement Team
HR Department
Finance Department

Ensure customer issues are resolved collaboratively and efficiently.

Reporting & Analytics

Prepare executive dashboards covering:

Customer Metrics

CSI
NPS
Customer Satisfaction Trend
Complaint Volume
Complaint Closure Time
Customer Retention
Repeat Purchase
Repeat Service
Referral Business

Digital Metrics

Google Rating
Review Response Time
Customer Feedback Scores
Online Reputation Index

Present monthly customer experience reviews with insights, trends and improvement plans.

Key Performance Indicators (KPIs)Customer Satisfaction

CSI Score
NPS Score
Customer Satisfaction %
Customer Delight Index

Customer Retention

Repeat Sales %
Repeat Service %
Customer Retention %
Referral Business %

Complaint Management

Complaint Closure Time
First Contact Resolution %
Escalation Rate
Complaint Recurrence %

Digital Reputation

Google Rating (Target: ≥4.8/5)
Google Review Response Time
Online Review Growth
Positive Review Percentage

Operational Excellence

Follow-up Compliance
Appointment Adherence
Delivery Process Compliance
Mystery Audit Score
Mahindra CX Audit Score

Team Performance

Team Productivity
Employee Training Completion
Staff Retention
Individual KPI Achievement

Desired Candidate ProfileEducation

Bachelor's Degree in Business Administration, Marketing, Hospitality, Management or related field.
MBA preferred.

Experience

10–15 years of experience in Customer Experience, CRM, Customer Service or Hospitality.
Minimum 5 years in a leadership role managing multi-location customer service operations.
Automotive dealership experience is highly preferred.
Experience with Passenger Vehicles, Commercial Vehicles and EV customers is an added advantage.

Core CompetenciesLeadership

Strategic Thinking
Team Development
Coaching & Mentoring
Change Management

Customer Excellence

Customer Journey Design
Complaint Resolution
Customer Relationship Management
Service Recovery

Business Skills

Data Analytics
Process Improvement
Operational Excellence
Performance Management
Project Management

Personal Attributes

Excellent Communication
Empathy
Problem Solving
Decision Making
Negotiation
Presentation Skills
High Emotional Intelligence

Compensation & BenefitsFixed Salary

₹30,000 – ₹55,000 per month (depending on experience)

Performance Benefits

Quarterly Performance Bonus
Annual Incentive Plan linked to CSI, NPS, Retention and Business KPIs
Fuel & Travel Allowance
Mobile & Communication Reimbursement
OEM Training & Leadership Development
Career Growth within the MK Group

Why Join Veer Mahindra?

At Veer Mahindra, customer experience is a strategic priority. As the Head – Customer Experience & Customer Service, you will shape how customers perceive the dealership across every interaction—from the first enquiry to years of vehicle ownership. You will lead a dedicated team across Kannur and Kasaragod, working with Sales, Service, Parts and Digital functions to build a customer-centric organisation that sets the benchmark for Mahindra dealerships in Kerala.

This is a leadership role with significant influence over customer loyalty, brand reputation, and long-term business growth, offering the opportunity to make a measurable impact across the Personal Vehicle, Commercial Vehicle and Mahindra Electric portfolios.

Pay: ₹30,000.00 - ₹55,000.00 per month

Benefits:

Cell phone reimbursement

Work Location: In person

Quick apply

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