Nissan - Manager - Quality Voice of Customer Sales/After Sales

Overview:

- We are seeking a proactive professional to lead the Quality Voice of Customer (Q-VOC) Sales and After-Sales Key Performance Indicator (KPI) achievement strategy.

- The role focuses on driving customer satisfaction by managing customer complaints, capturing customer feedback, and ensuring effective implementation of improvement actions.

Key Responsibilities:

Strategy Development & Implementation:

- Develop a comprehensive strategy to meet Q-VOC Sales and AS objectives. Plan and drive actions aligned with the strategy in collaboration with stakeholders. Monitor and review the effectiveness of these actions regularly to ensure KPI targets are met.

Customer Complaint Management:

- Capture and consolidate customer feedback from multiple sources including Customer Experience Center (CEC), emails, letters, and social media.

- Analyze complaints to identify root causes and develop proactive strategies to reduce complaint volumes and enhance customer satisfaction.

Voice of Customer (VOC) Visibility:

- Create transparent reporting mechanisms to ensure VOC insights are communicated clearly across teams, enabling data-driven decision making.

CEC Management:

- Oversee the Customer Experience Center processes through regular reviews and Plan-Do-Check-Act (PDCA) cycles with the CEC team. Lead the launch and management of customer feedback surveys to capture real-time customer insights.

Management Information System (MIS):

- Prepare and maintain MIS reports for Customer Quality (CQ) and coordinate with regional teams for smooth execution of CQ-related activities.

Qualifications:

- Strong analytical and communication skills, experience in complaint handling and process improvement, and ability to work cross-functionally with diverse stakeholders.