Customer Experience Manager (12+ yrs, Gurgaon)

• Opportunity to work with a global brand
• Opportunity to work in a high visibility leadership role
  

About Our Client

• Develop and implement the OE service strategy aligned with overall business objectives and requirements.
• Collaborate with R&D, regional heads, and field teams to support new product testing and gather performance feedback on new and existing vehicle platforms.
• Initiate product surveys and Voice of Customer (VOC) studies to enhance products and processes, ensuring alignment with marketing, quality, and R&D functions.
• Build and maintain strong relationships with senior service leadership at OEMs to strengthen service presence and drive collaboration.
• Support participation in joint campaigns, service drives, and training workshops in alignment with OE strategic goals.
• Ensure timely resolution of quality complaints, particularly related to line rejections, by adhering to defined service level agreements.
• Coordinate with manufacturing and quality teams to drive product/process improvements and ensure timely submission of effective corrective and preventive actions (CAPA).
• Manage OE portal activities in compliance with industry standards and regulatory requirements.
• Conduct OE customer satisfaction (C-SAT) surveys and share actionable insights with relevant internal stakeholders for continuous improvement
  

The Successful Applicant

• B.E./B.Tech in Mechanical or Electronics or Automobile Engineering.
• Minimum 12 years of experience in technical services, OE operations, or related areas.
• Demonstrates strategic planning and leadership capabilities.
• Skilled in business development, customer relationship management, and cross-functional collaboration.
• Proven ability to drive product and process improvements through VOC and market feedback.
• Strong interpersonal, communication, and analytical skills.
• Experienced in handling complaint resolution and implementing effective CAPA.
• Capable of managing and conducting technical training and service campaigns.
• Proficient in MS Office and familiar with commercial and service policies.
• Strong team development and people management skills.
• Must be open to travel
  

What's On Offer

Contact: Vatsalla Khanna

Quote job ref: JN-082025-6811315