Customer Engagement Manager

Job Description

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Job Description – Customer Complaints & Online Reputation Management (ORM) Job Title: Customer Complaints & Social Media (ORM) Specialist Department: Customer Experience / After Sales / Corporate Communications Reports To: Customer Experience Head / ORM Lead Role Purpose:-The role is responsible for managing customer complaints, online reputation, and relationship management with a focus on delivering a premium experience across dealerships, regional offices, and direct customer interactions. The position requires proactive complaint resolution, stakeholder coordination, and escalation management, while safeguarding the organization’s reputation. Key Responsibilities:-Customer Complaints Management & ORMFollow established processes for customer complaints management across dealers and regional offices. Monitor and ensure TAT (Turnaround Time) for resolution of escalations. Take ownership of critical situations that may impact organizational reputation. Highlight process gaps, errors, and raise real-time internal escalations. Act as first contact with customers in case of sensitive or high-risk (thermal/safety) incidents. Customer Relationship Management Interact professionally and courteously with customers, ensuring a premium after-sales experience. Act as Single Point of Contact (SPOC) for high-profile EV customers. Address poor feedback cases (Intello inputs) and ensure effective closure. Manage unscheduled visits, WH customers, and their concerns. Build and nurture relationships with corporates, government clients, and fleet customers. Field Support Provide real-time support for critical field concerns. Track and monitor repeat escalations, identifying corrective actions. Perform Root Cause Analysis (RCA) and share insights with RBMs, ZBMs, PVT, and other stakeholders. Collaborate closely with CX teams on ground to ensure quick resolutions. Escalation Management Provide real-time alerts and updates on senior management escalations. Ensure timely and accurate communication across relevant stakeholders. Interdepartmental Collaboration Share structured feedback with Product Planning, Marketing, Sales, Service, and Technical teams to improve customer experience. Other Responsibilities Continuously upgrade knowledge on EV products & services. Provide inputs to sales and service capability teams to enhance delivery standards. Skills & Competencies Functional Skills: Strong knowledge of customer complaint handling processes and social media ORM tools. Ability to conduct RCA and generate insights for process improvements. Exposure to EV industry or automotive customer experience will be an advantage. Behavioral Skills: Excellent communication and interpersonal skills. Strong problem-solving and analytical ability. Ability to manage high-pressure and critical reputation scenarios. Customer-centric mindset with focus on service excellence. Qualifications & Experience Bachelor’s degree in Business, Marketing, Customer Experience, Communications, or related field. 5–10 years of experience in customer complaints management, social media ORM, or customer experience roles (preferably in automotive or service industry). Hands-on experience with CRM systems, social media monitoring tools, and customer feedback platforms. Job Category / Role Type Category: Customer Experience / Corporate Communications Role Type: Customer Complaints & ORM Specialist