MGR (SERVICE ANALYTICS & DIGITIZATION - PB)

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.