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 transparent 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

📌 GM - Customer Experience (Mumbai)
🏢 Mahindra and Mahindra
📍 Mumbai