Senior Manager - Complaints & Customer Recovery

Schneider Electric; Mumbai; On-site; INR 2,500,000 - 4,500,000; Full time

Job summary

Schneider Electric in Mumbai seeks a Senior Manager to lead end-to-end Complaint Management, governance, and customer recovery across sectors. You will drive system transformations, analytics, and cross-functional collaboration to resolve escalations within defined targets.

The role requires 5–8 years in CX or related fields with CRM platforms, offering influence on process design, continuous improvement, and leadership opportunities within a global tech and energy leader.

Qualifications

• B.E./B.TECH (MBA (Preferred))
• 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

Responsibilities

• 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
• 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
• Lead the end-to-end resolution of Sales Complaints by co ordinating 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
• 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
• 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

Skills

Complaint management

Customer recovery

CRM/Complaint Management Systems

RCA & CAPA

Data analytics

Escalation management

Process improvement

Education

BE/BTech

MBA (Preferred)

Tools

CRM/Complaint Management Platforms

Job description

Lauritz Knudsen Electrical and Automation is a pioneering electrical and automation brand with a rich legacy of over 70 years in India. We offer 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.

Position Title

Senior Manager

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

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 co ordinating 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?

• Meaningful work where you directly impact customer satisfaction and business success
• Supportive team culture that values collaboration and continuous improvement
• Growth opportunities with coaching, mentorship, and professional development
• Flexible work options designed to help you thrive

Rewards designed for you

Our Total Rewards is our way of saying: We see you and we value you. It’s more than just pay and benefits—it’s a meaningful investment in you. It is designed to help you perform, grow, feel safe, and elevate your potential. The package helps you care for yourself and your family, plan your future, grow your skills and career, collaborate in an inclusive workplace, and contribute to your community. At Schneider Electric, we’re here for what matters most to you. Discover more at our Career Page.

• Country-specific programs and initiatives may be available.

Looking to make an IMPACT with your career?

When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values – Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork – starts with us.

IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world.

We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.

Become an IMPACT Maker with Schneider Electric.

€40 billion global revenue

+9% organic growth

150 000+ employees in 100+ countries

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