Section Head - Customer Satisfaction

Role Summary

We are seeking an experienced and customer-centric professional to lead Customer Experience (CX), Voice of Customer (VOC) and Customer Satisfaction initiatives. The role is responsible for driving customer-centric strategies through VOC analysis, complaint and grievance management, call center operations oversight and cross-functional process improvements. The incumbent will lead CX performance management, enhance customer engagement and service quality, manage critical customer escalations and drive continuous improvements across sales and service journeys.

Key Responsibilities

VOC & Customer Satisfaction Management

• Lead consolidation and interpretation of customer insights from complaints and surveys.
• Deliver VOC intelligence and strategic recommendations to leadership.
• Drive cross-functional improvements in processes, products, and service quality.
• Govern key CX KPIs including CC/100 and ART.
  
  

Call Center Operations & CX Excellence

• Oversee operational efficiency, service quality, and cost management of Kia Care & CCS call centers.
• Ensure achievement of CX KPIs through regular operational monitoring.
• Drive continuous improvement in customer service standards and contact center performance.
• Support lead generation initiatives through customer engagement activities.
  
  

Escalation & Complaint Management

• Manage enterprise-level escalation frameworks for critical customer cases.
• Strengthen grievance management systems and resolution effectiveness.
  
  

Process & Sales Experience Enhancement

• Utilize VOC insights to improve sales and service processes.
• Issue operational advisories and guidelines to enhance customer experience delivery.
  
  

Team Leadership & Strategy

• Develop long-term customer satisfaction strategies.
• Build and lead a high-performing CX team focused on continuous improvement.
  
  

CX Systems Enhancement

• Lead enhancements in grievance management portals, DMS, Salesforce CRM, and BI reporting systems.
• Improve operational efficiency, reporting visibility, and leadership decision support.
  
  

Desired Candidate Profile

• 14-18 Years experience in dealer management, complaint handling and customer grievance management.
• Excellent analytical, communication, presentation and stakeholder management skills.
• Energetic, self-driven and execution-oriented professional.
• Proficiency in MS Office and customer management systems.
  
  

Educational Qualification

• B.Tech / BE / MBA
  
  

Customer Satisfaction, Call Center Management, VOC & Complaints Management,