AGM GM – Customer Care

Position: AGM / GM – Customer Care
Location: Cochin
Experience: 15 Years of relevant experience in Customer Care / Customer Experience / After Sales / Service within the Automobile Industry.
Salary: Up to 12 LPA

Key Requirements & Responsibilities
* Lead and manage the overall Customer Care / Customer Experience function and ensure high levels of customer satisfaction.
* Develop and implement strategies to improve customer satisfaction retention loyalty and overall customer experience.
* Handle and monitor customer complaints grievances escalations and ensure timely resolution.
* Lead and mentor the Customer Care / Customer Relationship / Service team and drive team performance.
* Monitor Customer Satisfaction (CSI) Customer Experience (CX) VOC and other key performance indicators.
* Coordinate closely with Sales Service After Sales and dealership teams to ensure seamless customer experience.
* Establish and maintain strong processes for customer feedback complaint management escalation handling and service recovery.
* Analyse customer feedback and identify areas for process improvement and operational excellence.
* Develop strong relationships with key customers and handle critical/high-value customer escalations.
* Prepare and review MIS reports customer analytics and performance dashboards for management.
* Ensure compliance with company standards and drive consistent customer service quality across the organization.
* Candidates with strong leadership communication decision-making and customer relationship management skills will be preferred.