Section Head - Customer Satisfaction

Job description

Role Summary We are seeking an experienced and customer-centric professional to lead Customer Experience (CX), Voice of Customer (VOC) and Customer Satisfaction initiatives. The role is responsible for driving customer-centric strategies through VOC analysis, complaint and grievance management, call center operations oversight and cross-functional process improvements. The incumbent will lead CX performance management, enhance customer engagement and service quality, manage critical customer escalations and drive continuous improvements across sales and service journeys. **Key Responsibilities** **VOC & Customer Satisfaction Management** - Lead consolidation and interpretation of customer insights from complaints and surveys. - Deliver VOC intelligence and strategic recommendations to leadership. - Drive cross-functional improvements in processes, products, and service quality. - Govern key CX KPIs including CC/100 and ART. **Call Center Operations & CX Excellence** - Oversee operational efficiency, service quality, and cost management of Kia Care & CCS call centers. - Ensure achievement of CX KPIs through regular operational monitoring. - Drive continuous improvement in customer service standards and contact center performance. - Support lead generation initiatives through customer engagement activities. **Escalation & Complaint Management** - Manage enterprise-level escalation frameworks for critical customer cases. - Strengthen grievance management systems and resolution effectiveness. **Process & Sales Experience Enhancement** - Utilize VOC insights to improve sales and service processes. - Issue operational advisories and guidelines to enhance customer experience delivery. **Team Leadership & Strategy** - Develop long-term customer satisfaction strategies. - Build and lead a high-performing CX team focused on continuous improvement. **CX Systems Enhancement** - Lead enhancements in grievance management portals, DMS, Salesforce CRM, and BI reporting systems. - Improve operational efficiency, reporting visibility, and leadership decision support. **Desired Candidate Profile** - 14-18 Years experience in dealer management, complaint handling and customer grievance management. - Excellent analytical, communication, presentation and stakeholder management skills. - Energetic, self-driven and execution-oriented professional. - Proficiency in MS Office and customer management systems. **Educational Qualification** - B.Tech / BE / MBA Customer Satisfaction, Call Center Management, VOC & Complaints Management,