Customer Experience Manager

4 days ago

Gurgaon, Haryana, India Michael Page Full time
Job Description

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

Job Description

- 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

This role offers a strategic leadership position with high visibility, involving cross-functional collaboration and direct engagement with OEMs. It includes strong career growth prospects, and the opportunity to work in a dynamic, innovation-driven environment focused on continuous improvement and customer satisfaction.

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