Service Excellence Manager

Job Description

You’ll be our : Service Excellence Manager You’ll be based at: Bangalore You’ll be Aligned with: Lead - Vehicle Service Strategy You’ll be A member of: Service & Support Key Responsibilities: Customer Insights Analysis: Collect, analyze, and interpret customer feedback and data from various channels, including service metrics, post-service feedback, customer escalations, and long-term surveys such as Relationship Net Promoter Score (RNPS). Trend Identification: Identify key trends, patterns, and root causes impacting customer satisfaction and advocacy through the analysis of historical data and current feedback. Service Excellence Audits: Plan, conduct, and analyze service excellence audits at service centers to assess adherence to quality standards, identify areas for improvement in customer interactions and service delivery, and ensure a consistent brand experience. Strategic Project Development: Based on data-driven insights, identify and propose well-structured customer satisfaction improvement projects at a national or zonal level. Project Leadership: Lead the end-to-end lifecycle of improvement projects, including securing necessary approvals and budgets, assembling cross-functional teams, defining project scope and objectives, and driving successful execution. Stakeholder Management: Collaborate effectively with various internal teams, including service operations, product development, and marketing, to champion customer-centric initiatives. Performance Monitoring: Define and track key performance indicators (KPIs), including improvements in RNPS and service retention rates, to measure the impact of implemented projects and initiatives. Operational Knowledge: Leverage a strong understanding of on-ground service operations to effectively lead and guide improvement projects. Customer Interface Enhancement: Drive improvements across all customer-facing touchpoints, both online (e.g., website, app) and offline (e.g., service centers), to create a seamless and positive customer journey.. What kind of experience & skills do I need for this role? Domain Skills/Knowledge: Deep understanding of customer service principles and best practices. Experience in analyzing customer feedback from various sources (surveys, escalations, metrics). Knowledge of service operations within the automotive or a related industry. Familiarity with customer satisfaction metrics such as Net Promoter Score (NPS) and Relationship NPS (RNPS). Understanding of project management methodologies. Technical Skills: Strong data analysis and interpretation skills using tools like Excel, statistical software, and CRM analytics. Proficiency in presentation software to communicate findings and project plans. Familiarity with survey platforms and feedback management systems. Work Experience: 3-5 years of experience in customer service, customer experience management, or a related role. Proven track record of leading and implementing customer satisfaction improvement projects. Experience in analyzing customer data and translating insights into actionable strategies. Experience working cross-functionally with operations, product, and other teams. Some attributes that you bring to this role? Strong analytical and problem-solving skills to identify root causes of customer dissatisfaction. Excellent communication and interpersonal skills to effectively collaborate with teams and present findings. Strong project management skills, including the ability to plan, organize, and execute projects. Customer-centric mindset with a passion for improving the customer experience. Ability to influence and drive change across different departments. Proactive and results-oriented approach with a focus on achieving measurable improvements in customer satisfaction and retention. What should I have graduated in? Bachelor's degree in Business Administration, Marketing, Engineering, or a related field. An MBA or Master's degree with a focus on Customer Experience or Service Management would be a plus. Show more Show less