Bajaj Auto—MGR (SERVICE ANALYTICS & DIGITIZATION - PB)

Job description

Description: 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.