Customer Engagement Manager

Job Description – Customer Experience & Reputation Management (EV Domain) Role Overview:-We are seeking a proactive and customer-focused professional to lead Customer Complaints Management, Social Media Reputation, and Relationship Management for our EV business. This role requires strong stakeholder management skills, quick decision-making in high-impact situations, and the ability to deliver a premium customer experience across multiple channels. Key Responsibilities :- Customer Complaints Management & Online Reputation Manage end-to-end customer complaint processes across dealers and regional offices. Monitor and ensure compliance with Turnaround Time (TAT) for complaint resolution. Take ownership of critical reputation-impacting situations and provide immediate resolution. Escalate errors or risks in real-time to relevant stakeholders. Act as first responder for customer communication in case of thermal incidents. Customer Relationship Management Interact professionally, courteously, and empathetically with customers to ensure a consistent premium after-sales experience. Act as Single Point of Contact (SPOC) for high-profile EV customers. Address poor feedback cases from customer satisfaction platforms (e.g., Intello). Manage unscheduled visits and walk-in (WH) customers with professionalism. Build and nurture strong relationships with corporates, government clients, and fleet operators. Field Support Provide real-time support for critical customer issues on the ground. Track and analyze repeat escalations, ensuring corrective action. Conduct Root Cause Analysis (RCA) and share insights with RBMs, ZBMs, Product Validation Teams (PVT), and Incidentology groups. Collaborate with Customer Experience (CX) teams for seamless resolution. Senior Management Escalations Provide real-time alerts and updates on senior management escalations. Ensure quick and effective closure with minimal reputational impact. Interdepartmental Collaboration Liaise with Product Planning, Marketing, Sales, Service, and Technical teams to provide customer insights and drive improvements. Others Continuously upgrade knowledge of EV products and services. Share insights to support sales and service capability building. Skills & Competencies Strong background in Customer Relationship Management (CRM) and complaints handling. Expertise in Online Reputation Management (ORM) and social media monitoring. Excellent communication, empathy, and conflict resolution skills. Ability to manage critical incidents and high-pressure situations with professionalism. Analytical mindset with skills in Root Cause Analysis and corrective action planning. Strong stakeholder management across dealers, corporates, government bodies, and internal teams. Qualifications Bachelor’s Degree in Business Administration, Marketing, Engineering, or related fields. 5–10 years of experience in customer relations, CRM, or after-sales management (preferably in automotive/EV domain). Prior experience in escalation management, field support, or corporate client handling preferred. Proficiency in CRM tools, social listening platforms, and reporting dashboards.