Customer Experience Manager (12+ yrs, Gurgaon)

Gurgaon, Haryana
Permanent
Full-time

21 days ago
Apply easily

The candidate will be responsible for developing and executing the OE service strategy to align with overall business objectives, while building strong relationships with OEM service leadership through collaboration, feedback, and performance evaluations.

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

Opportunity to work with a global brandOpportunity to work in a high visibility leadership role

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

The organization is a leading player in the tyre manufacturing industry with a strong global presence and a focus on innovation, quality, and sustainability. Known for its advanced R&D capabilities and robust partnerships with major automotive OEMs, the company delivers high-performance products and solutions across multiple markets. It offers a dynamic work environment that encourages growth, cross-functional collaboration, and continuous improvement.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.

Michael Page