Dynamic professional with extensive experience at Landmark Cars Limited, excelling in customer relationship management and quality assurance. Proven track record in implementing process improvements and leading teams to enhance customer satisfaction. Skilled in strategic planning and vendor negotiation, driving successful outcomes in high-pressure environments.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Group Head – Quality & Standards
Landmark Cars Limited ( Franchise Partner of Mercedes-Benz India )
Ahmedabad
04.2025 - Current
To ensure Mercedes-Benz retail standards and experience are delivered at all Sales and After Sales Outlets by Coordinating & ordering and ensure availability of LuXe elements
Implementation and usage of all Luxe elements across the Sales and After Sales outlets
Conducting checks across the organization to ensure LuXe Culture guidelines are adhered
Ensure all the processes are implemented as per LuXe Operations to ensure
Responsible for implementation of Retail Consultancy at all the sales outlets
Conduct internal reviews/audits and identify gaps in the implementation of RC
Coordinate with internal process owners in prepare action plans
Prepare target picture and roadmap for sustainable implementation
Single point of contact for dealership RC interventions and with Mercedes-Benz India
Share weekly updates during the RC program execution with Mercedes-Benz India
Share monthly updates and reports, post the program completion with Mercedes-Benz India
Conduct internal reviews and audits on IDS implementation
Identify gap areas in IDS and share results with process responsible
Responsible for submitting the action plan of IDS & Global Print 3.0 coordination with process owners
Single point of contact from the dealership for IDS Audit by Mercedes-Benz India 4
Ensure availability of resources for facility upkeep as per Mercedes-Benz standards
Ordering and implementation of new CI elements for existing / additional facility
Group Head - Travel Desk
Group Landmark
06.2023 - Current
Develop and manage the corporate travel program, developing and maintaining relationships with key suppliers across vendors.
Develop metrics to track supplier performance and cost effectiveness of travel program
Establish a strong relationship with employees and vendors, manage and resolve all customer service related issues with all levels of employee within the company.
Negotiate preferred rates with vendors of direct travel.
Research travel deals and evaluate prices and services.
Manage traveller benefits, including sales funds for company preferred airline suppliers
Work closely with the global teams to ensure consistency in the travel experience, while considering the need for regional differences in processes, tools and business needs.
Be the key point of contact for our travel agency partners for process improvements and escalations.
Be the liaison between employees and our travel agency partners, communicating policy, procedures and ensuring excellent customer service levels are met.
Manage our travel security platform, working closely with our global duty of care provider
Create, optimize, and monitor corporate travel policies and compliance.
Manage travel reporting, reviewing and analysing cost savings and efficiencies, travel policy exceptions and service goals
Manage internal communications, including content posted on the company intranet site and internal travel newsletters
Group Head CRM
Landmark Cars Ltd ( Franchise Partner for Mercedes-Benz)
08.2018 - 03.2025
Representing the company and the brand as a whole, both internally and externally.
Decisions making on behalf of the Dealership Management for the customer
Taking decisions on implementation of countermeasures
Deciding on expenditures to ensure Customer Satisfaction and controlling escalations
Responsible for retention/life cycle management activities at the dealership
Coordination with marketing team for planning and executing LCM events and activities (cold calls, digital etc.)Co-ordination with Contact Centre, MBIL CRM, Marketing and Sales team for smooth functioning
Internal Co-ordination with PRMS, PRE’s Tele-calling team & Sales Team
Analysis of Complete Sales Funnel
Monthly reporting to MBIL
Ensure updating of Customer database at predefined frequency
Ensure that staff is prepared/informed for planed visits of customers for a tailor-made treatment during his visit
Responsible for undertaking CSS Analysis
Discuss with respective HODs’ develop an action plan for CSI improvement at the dealership.
Develop and implement a mechanism to capture customer feedback at various stages in sales process (like test drive feedback, feedback on overall sales experience etc.)
Analyze customer feedback received through various touch points and develop counter measures to eliminate negative feedback from customers in future.
Provide feedback to Sales department on customer complaints or any other issues that may affect CSS
Keep an overview of open complaints and monitor broad process of resolution
Root Cause Analysis and countermeasure planning of all internal & external customer complaints
Have broad proactive measures taken towards resolution of the complaints
Keep track of the complaint ratio
Implement action plan to minimize complaints.
Implement action plan to reduce complaint resolution time
Daily supervision of customer touch points (with personal involvement / direct contact wherever required)
Responsibility for the daily execution of countermeasures based on the weekly analysis
Dealer representative for all customer related topic
Giving customers a brand experience by enhancing the standards set by OEM
Training team with soft skill, grooming and personality development
Handling of customer feedback & organizing resolution of customer concerns.
Following up with other section on customer feedback
Sharing on monthly & daily basis customer feedback with GM & CEO & MD.
Analyzing & reviewing market response & communicating the same to the teams.
Handling customer queries for better turn around & customer satisfaction.
Identifying prospective clients, generating business from the existing clientele to achieve Business targets.
Solving all operational issues, queries of all customers & maintaining strong relation.
Data management of all customers
Convert No show customers to regular customer.
Handling team of 20 CRE’s
Visit clients or arrange meetings to discuss a product and how it will meet the requirements of a customer Deliver sales pitches and presentations to clients, highlighting the benefits of a product to influence purchase
Motivate and guide sales teams to improve performance and achieve set goals Monitor the activities of sales personnel to assess performance and productivity
Ensure Marketing objectives and activities are in line with sales targets
Conduct surveys and research to gather information regarding market trends, potential leads, and sales opportunities
Monitor, review and report on all marketing activity and results
Determine and manage the marketing budget
Holiday Expert
Makemytrip.com
Ahmedabad / Gurgaon
03.2013 - 05.2014
Help customers in finalizing the best holiday package.
Responsible for sales of holiday Packages (Domestic), designing itineraries, costing, hotel
Booking help keeping in touch with customers till their travel is over
Solving any issues faced by customer before and on travel.
Co-ordinate and get best possible rates internally with team members and externally with hotels & 3rd party vendors.
Customer Relationship Manager (Sales)
Peninsular Honda (Dealers for Honda Cars Pvt Ltd)
02.2011 - 12.2012
Handling a team of 8 CRE’s and 4 showrooms in charge and 5 PDI in charge.
Handling a team of 4 delivery Co-coordinators
Preparing SSI report and make corrective actions
Analyzingand solving customer concerns
Maintain Deliver process for the new car as per Honda deliver standard
Aanalyzing and solving customer concern from Honda customer site
Reporting to regional manager – Honda.
Customer Relationship Manager (Sales)
Emerald Honda (Dealers for Honda Cars Pvt Ltd)
Ahmedabad
04.2009 - 12.2010
Handling a team of 4 CRE’s and 2 showrooms in charge and 3 PDI in charge.
Preparing CSSI report and make corrective actions
Analyzing and solving customer concerns
Maintain Deliver process for the new car as per Honda deliver standard
Analyzing and solving customer concern from Honda customer site
Reporting to regional manager – Honda.
Customer Relationship Executive
Wunderman India Pvt Ltd (out sourcing for Ford India Pvt Ltd)
07.2006 - 04.2009
MIS- (Management Information System) maintenance of the dealership
Common monthly reporting format – which reduces the time and bring all in same platform
Introducing a system in all outlets / dealers for timely reporting and carrying out the improvement action
Carrying out Internal Training for the CRE’s at other outlets / Dealers
Discuss with the RSM, GM Sales and Sales Managers on suggestion on how to improve the system
Carrying out audits on the system and Implement improvement action based on the audit points in short time period
Customer Care Executive
Azure Technologies Pvt. Ltd (BPO)
Ahmedabad
06.2005 - 07.2006
Conduct inbound calls for the USA calling cards campaign
Top up recharge for calling cards
Customer complaint handling
Sales and Customer Care Executive
Club Mahindra Holidays
Coimbatore
01.2003 - 05.2005
Promoting various holiday packages
Achieving sales targets
Handling walk in customers
Tele calling the customers
Achieving sales targets
Education
B.A. - Public Administration
Tamil Nadu Open University
Chennai, Tamil Nadu
Skills
Customer relations
Decision-making
Multitasking
Communication
Teamwork and collaboration
Customer relationship management
Quality assurance
Audit coordination
Travel program management
Vendor negotiation
Process improvement
Stakeholder communication
Team leadership
Problem solving
Strategic planning
Attention to detail
Project management
Organizational skills
Networking
Accomplishments
Achieved Dealer 1st position in the state and 3rd position in the region for Honda when – CRM Sales (Emerald Honda)
Achieved Dealer 1st position for India for two consecutive years for Honda – CRM – Sales (Peninsular Honda) Kerala
Achieved Dealer to 1st position in the state in CSI scores. - CRM After Sales (Emerald Honda)
Zonal Winner at National CRM – After Sales Contest at Honda Cars India Ltd FEB 2015
Zonal Winner at National CRM – After Sales Contest at Honda Cars India Ltd MARCH 2016
Best dealer in Customer Satisfaction award in west region- CRM After Sales (Emerald Honda)
National winner for best in customer satisfaction for H1 and H2, 2019 – Mercedes-Benz Landmark Cars, Gujarat
Languages
English, Hindi, Gujarati, Sindhi, Malayalam
Certification
Certified Luxury Culture Carrier by EHL & Mercedes-Benz India
Languages
English
First Language
Hindi
Proficient (C2)
C2
Gujarati
Proficient (C2)
C2
Sindhi
Advanced (C1)
C1
Malayalam
Elementary (A2)
A2
Timeline
Group Head – Quality & Standards
Landmark Cars Limited ( Franchise Partner of Mercedes-Benz India )
04.2025 - Current
Group Head - Travel Desk
Group Landmark
06.2023 - Current
Group Head CRM
Landmark Cars Ltd ( Franchise Partner for Mercedes-Benz)
Head - Corporate Sales & Downstrweam Revenue at Mercedes Benz Franchise Partner -Landmark GroupHead - Corporate Sales & Downstrweam Revenue at Mercedes Benz Franchise Partner -Landmark Group
Assistant Manager Sales at Mercedes Benz (Benchmark Interkrafts Landmark Cars)Assistant Manager Sales at Mercedes Benz (Benchmark Interkrafts Landmark Cars)