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

Automotive Industry

Education Qualification

Bachelor of Engineering; MBA

General Experience

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

Critical Experience

Handling high-value and sensitive customer complaints.

Managing cross-functional teams without direct reporting relationships.

Dealing with social media and reputation-sensitive cases.

Leading customer recovery initiatives.

Exposure to field sales and service operations.

Experience in automotive dealership ecosystem and customer lifecycle management.

Job Segment: Engineer, Automotive, Engineering

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