Job Description

We are looking for a result-driven and process-oriented professional to lead our myG Care operations across Kerala. The ideal candidate will be responsible for driving business growth, managing service operations, ensuring customer satisfaction, and coordinating seamlessly with cross-functional teams. This is a strategic leadership role focused on improving the overall service experience and achieving ambitious business objectives.

Key Responsibilities

:

Lead and manage the Kerala myG Care team, including Regional Care Managers (RCMs), Area Managers, Branch-level Service Executives and other field personnel. Drive quarterly and yearly business targets, ensuring sustainable growth and profitability. Monitor and improve the monthly performance of existing service centers across all stores. Oversee recruitment, onboarding, and training for new store service manpower. Act as a central point of coordination between store operations, sales, head office departments, and backend teams. Ensure strict adherence to standard operating procedures (SOPs) in branch-level service operations. Address and resolve customer escalations effectively and ensure customer delight through quality service. Own the customer service journey - taking accountability for end-to-end issue resolution. Define a clear mission for myG Care and deploy strategies aligned with organizational goals. Prepare and analyse performance metrics and service reports on a regular basis. Recruit, coach, and mentor the myG Care service team, fostering a culture of ownership, excellence, and continuous improvement. Stay updated on industry trends, market pulse, and competitor service strategies to enhance performance and service offerings. Ensure resource optimization and budget adherence for service operations. Maintain orderly workflow and operational priorities across all branches.

Key Requirements

:

Bachelor's degree in Engineering, Business Administration, or a related field. MBA preferred. 8 to 12 years of experience in customer service operations, sales/service leadership, or service delivery management, preferably in the consumer electronics/home appliances or retail industry. Minimum of 3+ years in a senior management or regional head role. Strong leadership and team management abilities In-depth understanding of after-sales service processes Hands-on experience with MIS tools, CRM systems, and service reporting A mindset geared toward customer delight and service innovation
Location : Calicut

Job Type: Full-time

Pay: ?60,000.00 - ?75,000.00 per month

Schedule:

Day shift
Supplemental Pay:

Performance bonus
Work Location: In person