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:
Work Location: In person
