Section Head - Customer Satisfaction

About the role

We are seeking a senior leader to head our Customer Satisfaction function, overseeing Voice‑of‑Customer (VOC) programs, call‑center performance and grievance management. The role will drive data‑based improvements across sales, service and operational processes to elevate the overall customer experience.

Key responsibilities

• Lead VOC and customer satisfaction initiatives, consolidating insights from complaints and surveys and presenting strategic recommendations to senior leadership.
• Oversee operational efficiency, service quality and cost management of Kia Care and CCS call centres, ensuring key CX KPIs such as calls per 100 and average resolution time are met.
• Manage enterprise‑level escalation frameworks, strengthening grievance handling and resolution effectiveness.
• Translate VOC insights into actionable enhancements for sales and service processes, issuing operational advisories and guidelines.
• Develop long‑term customer satisfaction strategies and build a high‑performing CX team focused on continuous improvement.
• Drive enhancements to grievance management portals, DMS, Salesforce CRM and BI reporting systems to improve visibility and decision support.

Required profile

• 14‑18 years of experience in dealer management, complaint handling and customer grievance management.
• Strong analytical, communication, presentation and stakeholder‑management capabilities.
• Self‑driven, energetic and execution‑oriented professional.
• Bachelor’s degree in Engineering (B.Tech/BE) or MBA.

Required skills

• MS Office
• Salesforce CRM
• DMS (Dealer Management System)
• BI reporting tools