Customer Delight Manager - Solar Industry

Job Title: Customer Delight Manager
Department: Customer Experience / Post Sales
Industry: Solar Energy / Renewable Energy
Experience: 38 Years
Location: Noida
Reporting To: Head Customer Experience / Business Head

Job Purpose:
The Customer Delight Manager will be responsible for managing the complete customer journey after sales, ensuring smooth coordination from order confirmation through installation, commissioning, net metering and after-sales service. The role will focus on improving customer satisfaction, reducing complaints and ensuring timely resolution of customer issues.

Key Responsibilities:

• Manage the complete post-sales customer journey for residential, commercial and industrial solar customers.

• Act as the primary escalation point for customer complaints and service-related issues.

• Coordinate with Sales, Project, Installation, Engineering, Net Metering and O&M teams to ensure timely customer service.

• Track project milestones including:

• Site survey

• Design approval

• Material delivery

• Installation

• Testing & commissioning

• DISCOM/net-metering process

• Handover

• AMC/O&M

• Monitor customer complaints and ensure resolution within defined TAT/SLA.

• Maintain a structured customer complaint and escalation tracker.

• Regularly communicate project status and expected timelines to customers.

• Collect customer feedback after installation and commissioning.

• Measure CSAT, NPS and customer experience scores.

• Identify recurring customer issues and coordinate with internal teams for permanent corrective action.

• Develop and implement Customer Delight SOPs for the solar installation and after-sales process.

• Ensure proper handover of commissioned projects along with required documents, warranties and system information.

• Coordinate warranty-related issues with OEMs/vendors.

• Monitor AMC/O&M service requests and ensure timely closure.

• Conduct periodic customer satisfaction calls and follow-up after complaint closure.

• Prepare MIS and management dashboards covering complaints, TAT, pending cases, escalations and customer satisfaction.

• Identify opportunities for customer retention, referrals and repeat business.

• Train customer-facing teams on professional communication and customer handling.

• Maintain strong relationships with key customers and handle high-value customer escalations.