Senior Manager - Lead - Complaints & Customer Recovery

Lauritz Knudsen Electrical and Automation is a pioneering electrical and automation brand with a rich legacy of over 70 years in India. We offer a comprehensive portfolio of low-voltage switchgear, medium-voltage switchgear, automation solutions, software, and services catering to diverse segments, including homes, agriculture, buildings, infrastructure, and industry.

JOB PURPOSE:

Drive Complaint Management and Customer recovery to ensure timely and effective resolution of Customer concerns. Strengthen processes, governance and systems, with a focus on root-cause analysis, preventive actions and continuous improvement to enhance Customer experience.

QUALIFICATION & EXPERIENCE:

• B.E./B.TECH (MBA (Preferred))

• EXPERIENCE: 5 - 8 years of experience in Customer Experience, Complaint Management or Customer service. Experience in Complaint governance and Customer recovery. Experience in CRM/Complaint Management platforms. Manufacturing/B2B industry experience preferred

KEY RESPONSIBILITIES:

Complaint Process Excellence:

• Standardize and strengthen end-to-end Complaint Management process across businesses

• Define complaint lifecycle, TAT, escalation matrix and Governance process

• Define and establish Complaint Closure Quality Standards

Complaint Management System Transformation:

• Drive enhancement of the complaint Management System to enable effective Complaint registration, assignment, tracking, escalation and closure

• Drive workflow automation, system-based escalations and dashboards in collaboration with Digital team

• Ensure effective adoption and utilization of the Complaint Management system across relevant functions

Complaints Operations & Customer Recovery:

• Lead the end-to-end resolution of Sales Complaints by coordinating with Sales and relevant business functions to ensure timely investigation, resolution and closure within defined TATs.

• Own the end-to-end resolution of Senior Management Complaints, coordinating with the respective business functions to ensure timely resolution and closure.

• Govern Customer dissatisfaction cases generated through NSS, CSAT / VOC channels and ensuring resolution within defined TAT by aligning with relevant stakeholders

• Ensure the adherence of resolution Quality standards

Complaint Governance & Analytics:

• Monitor Complaint trends, ageing, critical escalations, senior Management escalations and TAT Compliance

• Establish and publish leadership dashboards for complaints governance through automated MIS/BI Tools

• Analyse Complaints trends, repeat complaints, Systemic issues across businesses

• Conduct Governance reviews and recommend corrective actions

Continuous Improvement:

• Drive RCA and CAPA implementation with respective business functions

• Identify Systemic & recurring issues and drive Preventive Actions to reduce complaints recurrence

• Measure effectiveness of improvement initiatives and recommend further enhancements

KEY PERFORMANCE INDICATORS:

• Sales Complaints Resolution within TAT

• Customer Dissatisfaction Alert Resolution within TAT

• Senior Management Complaints resolution within TAT

• Complaint Closure Quality & Customer Recovery Effectiveness

• Reduction in Complaint Rate (CPTO)

• Reduction in Repeat Complaints

KEY COMPETENCIES:

• Complaint Management & Customer Recovery

• CRM/Complaint Management Systems

• RCA & CAPA Methodologies

• Escalation Management

• Data Analytics and Reporting

• Process design and improvement

What's in it for me?

• Lead high-impact programs that directly improve customer satisfaction and loyalty

• Work in a role where your advocacy shapes business strategy and culture

• Collaborate with passionate teams committed to delivering exceptional experiences

• Grow your career through leadership opportunities and strategic project ownership

• Bring your passion for customers to a team that's ready to listen — apply today!

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• Country-specific programs and initiatives may be available.

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• €40 billion global revenue

• +9% organic growth

• 150 000+ employees in 100+ countries

You must submit an online application to be considered for any position with us. This position will be posted until filled. Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and ‘inclusion’ is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do. At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders. You can find out more about our Trust Charter here Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.