Purpose of the Role

To bring in Customer Focus by setting up and measuring customer experience delivery standards commencing from various customer feedback like complaints and sales delivery feedback. Handling the customer complaint s with a sole purpose to reduce the same with systemic approach through root cause analysis

Job Responsibility

Customer Complaint Management

- Directing the team to design the customer complaint management workflow and escalations, designing the escalation desk for all top management escalations, monitor the communication and training w.r.t the workflow to all stakeholders and users
- Reviewing the top management escalation and presenting the bottleneck and pain areas to the top management, initiate through team process of consolidating complaint escalation and complaint closure monitoring in time, drive team to align complaints to customer satisfaction measurement.
- Guide the team to draft policies of service denial and service recovery, complaint analysis to identify required changes in process and product, monitor complaints per thousand customer and share the same with the relevant stakeholders. In order to ensure timely and quality resolution of all customer complaints and build positive word of mouth
- Interaction with call center for process modification and Customer handling.
- Interacting with IT team from time to time to modify or improve the complaint module in the CRM system with the BRD
- Organizing the bottom performing dealers review every month with CPTV, TAT for improvement
- Review with Zonal & Regional team on weekly basis on the L4 & Escalated complaints for faster closure of complaints
- Coordinate with group Chairman office for the escalated complaints for urgent action
- Talk to the critical customers on daily basis for better understanding of the complaints
- Review with the Zonal team members on regular basis to drive the RCA and preventive action to reduce the complaints related to Dealer involvement
- To provide inputs to L& D team and design training module to improve the complaint handing skills od Dealer CA and CXM’s.
- To critically monitor the escalated complaints and ensure closure within TAT time
- Organize Critical committee reviews at SHQ level to provide solutions to the critical cases
- To design consequence management policy and discuss the cases in forum to take punitive actions for the Dealers




- To roll out the new process and advisories related to complaint management to the Dealers and thru L& D team
- To prepare DEEP dive reports and insights for the management review
- Arrange complaint VOC for the stake holders

Vendor Management:

- Coordinate with partners to implement the assessment logic framework
- Analyze technology partner performance and call center performance
- Explore and suggest potential and alternative partners.
- Ensure cross checks of agency performance and act on complaints from field on the nature of complaints

Sales Satisfaction Management(SSI)

- To conduct the SSI survey with proportionate sample for the dealers every month to identify the score and the actionable areas
- To publish the monthly score with insights and shares with all the stakeholders Plan review with the stake holders on the improvement areas and dealers Plan for improvement action plans for the bottom ranked dealers Drive the target of SSI closely along with the Zonal representatives
- To prepare SSI calling strategy and review with regions on regular basis to drive the SSI score To drive the dealer wise SSI score through interaction with the Regional team

Stakeholder Profiles & Nature of Interactions

INTERNAL

Sales Head - Performance review and Audit reports communication

Service Head - Improvement of audit score performance review

IT Team- Performance review, New module discussion

Customer and Brand Excellence Head - Performance/status review on call centers, Customer insights, customer life cycle management, complaint management

EXTERNAL

Channel Partners - Audit report action and improvement plan

Call Centre Partners - Performance parameters, targets, TAT levels

Process audit partners - Performance Review, Advocacy, customer one view, Mystery audit, monitor number etc.

Desired Candidate Profile

Education

B.Tech/B.E or Any Graduation + MBA Mandatory

Relevant Experience :

· 20-25 yrs,



with experience in building and implementing Customer Experience strategies (experience of customer complaint handling will be preferred)

· Preferred but not mandatory from Service / Sales Industry

Skills & Competencies

1. Technical Skills

- Communication Skills
- Data analytics
- Customer centricity

Tata Motors is an Equal Chance Employer, committed to a fair and transparent hiring process. All recruitment decisions are based strictly on Merit, Role alignment, and Business requirements. It does not solicit or accept any form of payment or gratuity from candidates at any stage of the recruitment process. Any such request received should be considered fraudulent and reported immediately.

About Tata Motors:

Part of the USD 180 billion Tata group, Tata Motors Limited (BSE: 500570; NSE: TATAMOTORS), a USD 52 billion organization, is a leading global automobile manufacturer of cars, utility vehicles, pick-ups, trucks, and buses, offering an extensive range of integrated, smart, and e-mobility solutions. With ‘Connecting Aspirations’ at the core of its brand promise, Tata Motors is India’s market leader in commercial vehicles and ranks among the top three in the passenger vehicles market.

Tata Motors strives to bring new products that captivate the imagination of GenNext customers, fuelled by state-of-the-art design and R&D; centres located in India, the UK, the US, Italy, and South Korea. By focusing on engineering and tech- enabled automotive solutions catering to the future of mobility, the company’s innovation efforts are focused on developing pioneering technologies that are both sustainable and suited to the evolving market and customer aspirations. The company is pioneering India's Electric Vehicle (EV) transition and driving the shift towards sustainable mobility solutions by developing a tailored product strategy, leveraging the synergy between Group companies and playing an active role in liaising with the Government of India in developing the policy framework.

With operations in India, UK, South Korea, Thailand and Indonesia, Tata Motors markets its vehicles in Africa, the Middle East, Latin America, Southeast Asia, and the SAARC countries. As of March 31, 2025, Tata Motors’ operations include 93 consolidated subsidiaries, two joint operations, four joint ventures, and numerous equity-accounted associates, including their subsidiaries, over which the company exercises significant influence.

📌 General Manager – Customer Engagement & Advocacy - TMPV (Mumbai)
🏢 TataMotors
📍 Mumbai