Mgr (service Analytics & Digitization - Pb)
Bajaj Auto · Akurdi
Job Description : Manager ( Service Planning & Digitization)
Job Title: Manager – Service Planning & Digitization
Department: Bajaj Auto Ltd - Probiking Department
Location: Head Office
Position Objective
To elevate the premium customer ownership experience by driving service process excellence, digital transformation, and brand-aligned engagement across the dealer network. The role focuses on delivering a seamless, digitally enabled, and emotionally engaging post-sales experience for premium motorcycle customers.
Key Responsibilities
- Monitor field team KRA performance and initiate improvement actions for red KRAs through data-led insights.
- Continuously enhance Customer Experience through measurement and improvement of Net Promoter Score (NPS).
- Conduct root cause analysis of detractors and implement structured preventive measures.
- Conceptualize and implement Customer Delight and Loyalty Programs for premium motorcycle owners.
- Lead digital and IT initiatives to enhance brand experience.
- Analyze service and customer data to identify improvement opportunities and monitor key performance trends.
- Benchmark service processes and customer touchpoints with leading premium brands and drive process excellence.
- Manage Customer Support Centre operations ensuring timely, empathetic, and effective customer communication.
- Oversee complaint resolution ensuring root-cause elimination and customer confidence restoration.
- Conduct training sessions and digital townhalls for field service teams focused on premium ownership experience and process adherence.
- Collaborate with cross-functional teams to ensure alignment between product, service, and customer experience goals.
Key Skills & Competencies
- Deep understanding of premium or lifestyle segment customer expectations.
- Strong data analysis, insight generation, and reporting skills.
- Proficiency in digital tools, app-based service processes, and customer experience analytics.
- Experience in preparing Business Requirement Documents (BRD) for IT system enhancements.
- Ability to translate customer feedback into actionable improvement projects.
- Excellent communication and presentation skills, with strong command over PowerPoint and reporting formats.
- Cross-functional collaboration and stakeholder management capability.
- Strategic thinker with a passion for innovation and continuous improvement.
Qualification & Experience
- B.E. / B.Tech in Mechanical Engineering (mandatory).
- Minimum 5+ years of experience in two-wheeler field service, preferably in a premium or lifestyle brand.
- Prior exposure to Head Office service operations and digital transformation initiatives.
- In-depth knowledge of dealer operations, customer experience management, and service process optimization.
Personality Traits
- Customer and brand-conscious.
- Analytical, digitally inclined, and process-oriented.
- Creative problem solver with a passion for motorcycles and customer delight.
- Collaborative and proactive communicator.