SHWETA ABHICHANDANI

• Ensure consistent delivery of Mercedes-Benz retail and luxury experience standards across Sales and After-Sales outlets.
• Lead implementation and governance of LuXe Culture & Operations, ensuring adherence to global brand guidelines.
• Conduct internal audits and reviews to identify gaps in Retail Consultancy (RC) and IDS implementation.
• Develop target-state roadmaps and corrective action plans for sustainable compliance.
• Act as single point of contact with Mercedes-Benz India for RC interventions, audits, and reporting.
• Oversee CI element ordering, facility upgrades, and resource availability to maintain luxury standards.

• Lead corporate travel program management across the group with focus on cost optimization and employee experience.
• Manage vendor negotiations, supplier performance metrics, and preferred airline partnerships.
• Ensure seamless end-to-end travel experience through policy compliance and service-level governance.
• Act as primary liaison for travel agencies, global teams, and duty-of-care providers.
• Analyse travel data to identify savings, efficiencies, and service improvements.

• Owned end-to-end Customer Experience Strategy across Omni-channel touchpoints including showroom, call center, digital platforms, social media, test drives, service visits, and post-sales engagement.
• Led customer lifecycle management (LCM) initiatives integrating online and offline channels to improve retention and loyalty.
• Coordinated with Contact Centre, Marketing, Sales, MBIL CRM, and Digital teams for seamless customer journeys.
• Designed and implemented feedback mechanisms across multiple Omni channels (digital, tele-calling, in-person, post-service).
• Conducted in-depth CSI/CSS analysis and drove corrective actions with HODs to achieve national and regional benchmarks.
• Managed customer escalations, root cause analysis, and complaint resolution to reduce turnaround time and complaint ratio.
• Delivered luxury brand experience by enhancing OEM standards and training teams on soft skills and grooming.
• Regular reporting and strategic communication with Mercedes-Benz India.

PAST EXPERIENCES

• Customer Relationship Manager – After Sales- Emerald Honda – Gujarat
• Holiday Expert – MakeMyTrip.com
• Customer Relationship Manager – Sales – Peninsular Honda, Kerala
• Customer Relationship Manager – Sales – Emerald Honda, Ahmedabad
• Customer Relationship Executive – Wunderman India (Ford India)
• Customer Care Executive – Azure Technologies (BPO)
• Sales & Customer Care Executive – Club Mahindra Holidays