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

- Robust 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

📌 Senior Manager - Customer Complaints (After Sales - Automobile) (Mumbai)
🏢 Tata Motors
📍 Mumbai