Manager - Customer Quality, NMIPL

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  • Gurgaon, Haryana
  • Permanent
  • Full-time
  • 13 days ago
JOB DESCRIPTIONLead Customer Quality - SALESJob Title:Manager - Customer QualityDate:19-Mar-2026Name:Written by:Mohit AgarwalReports to:Mohit AgarwalApproved by:(Jobholder)Division/Dept:Customer Quality & TrainingApproved by:Mohit Agarwal(Immediate Superior)Location:Gurgaon - IndiaApproved by:Abhishek AroraReference No:(Next level Superior)JOB PURPOSESummarise in one statement why this job exists; and how it contributes to the overall mission/objective of the organisation.Support the CQ department to achieve target KPI (QVOC Survey – Sales, CPTV, ART & Overall customer satisfaction).These contributions are to overall organisation in improving customer satisfaction & enhancing customer delight through control points like QVOC (Sales) Customer complaint management by strategic planning, implementations of strategic actions & timely review of effectiveness of the actions and provide with added value support to network.2. ORGANISATIONAL CHART (please include peers and direct reports too)(Only Job Titles)-Role Holder to be highlighted3. PRINCIPLE ACCOUNTABILITIESList the expected end results that must be achieved in order to fulfil your job purpose and the activities that help in achieving these results.EXPECTED END RESULTSMAJOR ACTIVITIESMeeting Q-VOC Sales Objective
  • Make strategy for Q-VOC Sales KPI achievement
  • Plan actions based on the strategy
  • Get the actions implemented through stake holders
  • Review the effectiveness of actions
Customer complaint Management
  • Capture the customer VOC through various sources like CEC, Email, letters SM
  • Analyse the complaints & do the root cause analysis
  • Plan strategy to reduce complaints through proactive actions & improve customer satisfaction
  • Create visibility on VOC
CEC Management
  • Manage & periodic review of CEC process and PDCA with CEC Team.
  • Launch Customer feedback survey for CEC.
  • Knowledge about Connected Car Services (CCS) & Advance Driver Assistance System (ADAS)
MIS
  • Prepare MIS for CQ.
  • Co-ordinate with region team for various activities related to CQ
4. MAJOR CHALLENGESDescribe the major challenges you face in carrying out your job, and what you do in order to overcome them.
  • To manage customers handling appropriately through dealer staff / Field force.
  • Smooth Transition of CEC vendor.
  • Ensure CR team continual trainings on CQ processes.
5. KEY INTERACTIONSWho (internal/external) does this position interact with on a regular basis to perform this role? How often and for what purpose?InternalExternal
  • Sales Field Force & HO Teams
  • TCS
  • Network Performance team
  • Finance,
  • Marketing
  • ISIT , DMS Team
  • Legal
  • APO
  • Dealership Team
  • CEC
6. DIMENSIONSList the data which will reflect the scope and scale of activities concerning your job.(These should be quantifiable numerical amounts)Q-VOC CES Objective: 4.8HA Closer(7d): 90%Close Loop Feedback (CLF) : 4.2CPTV Sales: 3ART Sales: 37. SKILLS AND KNOWLEDGEState the minimum acceptable proficiency for this job. Do not state incumbent-specific informationEDUCATIONAL QUALIFICATIONS:B.Tech in Automobile/MechanicalRELEVANT EXPERIENCEKnowledge of Customer Satisfaction measurement, Field experience, Customer handling skills (Analytical skill, Strategic planning, Program Execution, Customer Experience centre managementPERSONAL CHARACTERISTICS & BEHAVIOURSPositive and stress tolerance, strong leadership, Passionate of customer satisfaction improvement8. APPROVALDateCommentsDateJob HolderImmediate Superior19-Mar-26Next Level Senior19-Mar-26Gurugram Haryāna India

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