GM Customer Experience MUM

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:

•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.

•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.

•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.

•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

•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.

•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.

•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.

•Coach dealers and field teams on escalation handling.

•Identify dealer-specific complaint patterns.

•Recommend interventions for improving dealer customer experience performance.

Automotive Industry

Education Qualification

Bachelor of Engineering; MBA

General Experience

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

Critical Experience