GM - Customer Experience

Responsibilities & Key Deliverables

Purpose of the Role:

To lead the resolution of critical customer complaints and escalations arising from vehicle sales, delivery, product quality, service, dealer operations, and customer handling. The role is responsible for restoring customer confidence through timely intervention, cross-functional coordination, effective communication, and sustainable closure of high-impact customer issues while driving systemic improvements through root cause analysis.

Key Accountabilities:

1) Customer Escalation Management
•Own end-to-end resolution of critical customer complaints received through:
-MD/ED/CEO Office
-Social Media
-Regulatory Authorities
-Consumer Forums
-Senior Management Escalations
-CRM & Contact Centre
•Ensure immediate customer contact and acknowledgement within defined SLA.
•Drive timely closure of escalations with clear communication and customer alignment.
•Handle dissatisfied and repeat-escalation customers with empathy and professionalism.

2) Sales Experience Escalations
•Resolve complaints related to:
-Vehicle booking and delivery delays
-Sales commitments mismatch
-Documentation issues
-Exchange and finance concerns
-Dealer sales process violations
•Coordinate with dealers, regional sales teams, and zonal teams for prompt resolutions.

3) Service Experience Escalations
•Resolve complaints related to:
-Vehicle breakdowns
-Repeat repairs
-Workshop delays
-Parts non-availability
-Warranty disputes
-Technical diagnosis delays
-Service quality concerns
•Work closely with workshop teams, technical support groups, RSA teams, parts teams, and regional service teams.

4) Cross Functional Coordination
•Act as a single point of accountability for critical complaint resolution.
•Escalate bottlenecks to functional heads wherever required.
•Ensure stakeholder alignment between:
-Sales
-Service
-Parts
-Warranty
-Technical Support
-RSA
-Dealer Management

5) Customer Recovery & Retention
•Lead customer recovery plans for high-risk customers.
•Drive retention actions for potential vehicle buyback, legal, media, or social media escalation cases.
•Ensure customer trust restoration through proactive engagement.

6) Root Cause Analysis & Preventive Actions
•Conduct detailed RCA for major escalations.
•Identify recurring concerns and systemic gaps.
•Recommend corrective and preventive actions to reduce complaint recurrence.
•Track implementation of action plans across stakeholders.

7) Governance & Performance Monitoring
•Monitor complaint ageing and escalation pendency.
•Drive adherence to resolution TAT and quality standards.
•Present periodic escalation dashboards to leadership.
•Highlight emerging customer risks, dealer risks, and process gaps.

8) Dealer Capability & Compliance
•Coach dealers and field teams on escalation handling.
•Identify dealer-specific complaint patterns.
•Recommend interventions for improving dealer customer experience performance.

Preferred Industries

Education Qualification

Bachelor of Engineering; MBA

General Experience

15+ Years in Automobile Industry (CRM Profiles), Airlines, Hospitality

Critical Experience

1. Handling high-value and sensitive customer complaints.
2. Managing cross-functional teams without direct reporting relationships.
3. Dealing with social media and reputation-sensitive cases.
4. Leading customer recovery initiatives.
5. Exposure to field sales and service operations.
6. Experience in automotive dealership ecosystem and customer lifecycle management.