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