Senior Manager - Customer Complaints (After Sales - Automobile)

Job description

Senior Manager Customer Complaints & Customer Experience Tata Motors Passenger Vehicles Experience: 5-15 Years Function: Customer Experience / Customer Care / Service Operations Key Responsibilities • Drive end-to-end customer complaint management across all channels, including digital and social media. • Ensure timely closure of customer complaints within defined Turnaround Time (TAT). • Analyze complaint trends, identify root causes, and implement preventive and corrective action plans. • Monitor complaint escalation metrics and work proactively to minimize escalations. • Drive Customer Satisfaction Index (CSI) improvement initiatives across dealerships. • Review customer feedback, survey results, and service performance to identify improvement opportunities. • Coordinate with Customer Experience, Field Service, Technical Support, CRM, Legal, and Spare Parts teams for effective complaint resolution. • Support handling of consumer disputes, legal cases, and customer grievance forums. • Drive compliance with customer experience processes, service standards, and quality audits. • Monitor dealership performance and support continuous improvement initiatives through data-driven insights. • Prepare dashboards, MIS, and management reports on complaint and customer satisfaction performance. Eligibility Criteria - Education • Full-Time B.E./B.Tech or Any Graduation + MBA (Full Time) Experience • 515 years of experience in Customer Experience, Customer Care, Complaint Management, Service Operations, or After Sales within the automotive industry. Preferred Industry Experience • Passenger Vehicles • Commercial Vehicles • Electric Vehicles • Two-Wheeler OEMs Required Skills • Customer Complaint Management / Customer Experience (CX) • Customer Satisfaction Index (CSI) / Service Operations • After Sales Service / Dealer Service Operations • Complaint Resolution / Root Cause Analysis • CRM & DMS / Process Improvement • Quality Audits / Data Analysis & MIS Reporting Key Competencies • Strong analytical and problem-solving skills • Excellent customer handling and communication skills • Ability to manage multiple stakeholders • Customer-centric approach • Decision-making and execution excellence • Process orientation and continuous improvement mindset