Job Description

About the company

-TVS Motor Company is a reputed two and three-wheeler manufacturer globally, championing progress through Mobility with a focus on sustainability. Rooted in our 100-year legacy of Trust, Value, and Passion for Customers and Exactness, we take pride in making internationally aspirational products of the highest quality through innovative and sustainable processes. The Company was started in 1979 as the flagship brand of TVS Group, which was founded by T.V. Sundaram lyengar. Under the persistence and diligent leadership of the Chairman Emeritus, Venu Srinivasan, the company has become the largest member of the TVS Group in terms of size and turnover. Prof Sir Ralf Dieter Speth, Chairman, TVS Motor Company and Sudarshan Venu, Managing Director, TVS Motor Company are forging a bright path for the future of the company.


Today, TVS Motor is present in 80+ countries and has over 50million happy customers in India. The Company also has strong socially responsible focus and supports the Srinivasan Services Trust to carry out numerous sustainable initiatives to positively contribute to the lives of communities across regions.

Group Company:

TVS Motor Company

Designation:

BLM - Purchase Enquiry

Grade: B3-C1

Position description:

Business Line Manager - Purchase Experience

Driving digital-first transformation of customer journeys through scalable products and processes. Proven expertise in building and launching solutions such as cashback platforms, delivery checklist digitization, and available-to-promise systems. Skilled in improving NPS, enabling omnichannel retail pilots, and using data-driven insights to enhance conversion, trust, and customer delight.

Key Responsibilities

1. Product Strategy & Development

Own the product lifecycle for customer-facing features from discovery to launch. Led the design and rollout of the

end-to-end Cashback Process

(TVS Connect App customer onboarding OTP validation bank account capture direct transfer expiry & reversal framework), ensuring transparency, fraud prevention, and customer delight. Drove the

"Available-to-Promise" (ATP)

initiative to improve delivery visibility, reduce waiting times, and enhance trust in purchase journeys. Define, prioritize, and manage product roadmaps based on customer needs, business impact, and market benchmarking.

2. Digital Retail & Omnichannel Enablement

Piloted and scaled EV retailing on marketplaces (e.g., Flipkart), building new models for

online-to-offline (O2O) sales handovers

. Ensuring dealer onboarding and process adherence on Ecomm business Established operational processes and digital workflows to integrate marketplace orders with dealer systems, ensuring seamless customer journeys.

3. Customer Experience & NPS Improvement

Led initiatives to improve

Net Promoter Score (NPS)

by addressing key pain points such as delayed deliveries, high dealership waiting times, and lack of delivery-day experience standards. Designed and launched a standardized

Delivery Checklist

, ensuring all dealerships followed consistent, premium handover protocols. Scaled the checklist nationally and drove its

digitization

, embedding it within dealer systems to ensure compliance, transparency, and real-time monitoring of customer experience. Designed structured customer feedback loops (call scripts, surveys, NPS driver analysis) to uncover root causes of dissatisfaction and translate insights into dealership and product interventions. Built

customer experience playbooks

and trained dealership staff to deliver premium handover experiences for flagship products

4. Data-Driven Decision Making

Data-led decision making

to design and optimize customer-facing solutions, ensuring every product intervention addressed validated customer pain points. Built analytical frameworks to track cashback redemption patterns, delivery SLA adherence, order fulfillment, and delivery rating movement. Leveraged cohort analysis, funnel analysis, and customer segmentation to prioritize product roadmap features (e.g. Delivery visibility, cashback expiry notifications). Partnered with data science and BI teams to translate raw data into

customer insights

that directly improved adoption, satisfaction, and loyalty.

5. Cross-Functional & Stakeholder Leadership

Collaborated with engineering, design, marketing, and supply chain teams to launch new digital-first experiences. Partnered with finance and risk teams to strengthen cashback processes and ensure operational integrity. Led dealership engagement programs and staff training sessions to embed premium delivery standards across the network.

Job Snapshot

Updated Date
01-11-2025
Job ID
JOB ID_03862
Section
Office of Chairman Emeritus
Location
Ecity-focus Twr, Karnataka, India
Experience
7 - 13 Years
Employee Type
White Collar
Employee Sub Type
White Collar - Regular