Tata Steel Recruitment 2026 – Manager Consumer Experience –
Role description
This is a Full time contractual role (FTC) initially for a period of 3 Years.
Purpose of the Job:
To foster customer loyalty through high-quality interactions across the entire customer journey in both B2C and B2B segments. The primary purpose is to oversee and coordinate all service operations including installations, breakdown repairs, customer service, and technical support—to ensure a superior and uniform customer experience, drive service revenues and profitability, ensure spare part availability, and facilitate efficient cross-functional alignment between sales, service, and other technical teams.
Key Roles & Responsibilities:
1. Lead and manage teams (Project Managers, executives, Territory CX Managers) to ensure a superior and uniform customer experience and service delivery.
2. Build customer loyalty through best-in-class installation and complaint management, overseeing project execution with strict timeline and cost compliance.
3. Control and manage service P&L, optimizing revenues from installations, AMCs, and accessories, while efficiently managing operational costs.
4. Develop and implement the overall service strategy, including network mapping and an installer strategy for distributors and dealers.
5. Cultivate third-party vendors and build a strong pool of resources (installation teams) to effectively scale with sales growth.
6. Drive Net Promoter Score (NPS) initiatives, benchmark competition, and provide actionable insights from consumer experience analytics.
7. Lead cross-functional process improvement initiatives to enhance CX and ensure strict process adherence at service vendors.
8. Monitor and review all service delivery Key Performance Indicators (KPIs) like response time, resolution time, and customer satisfaction, driving impactful results.
9. Lead cross-functional process improvement initiatives to enhance CX and ensure strict process adherence at service vendors.
10. Maintain close coordination with Operations for product quality feedback and conduct regular service partner audits to ensure infrastructure sufficiency and high service levels.
Skills
Technical Competencies: In-depth expertise in Customer Experience and Service Excellence, Strong Analytical and Data Interpretation Skills for Customer Insights
Behavioural Competencies: Decision making, Strategic and Analytical Thinking, Clear and Impactful Communication, Keen Observation and Attention to Detail, Effective People Management
Other details
Full-time degree in B. Tech / B.E in any discipline.
MBA / PGDM from an AICTE-recognized institution is preferable.