Job Description

Function
Emerging Mobility Business Unit
Pay Band
M6 and above
Role
As the Head - Customer Success you will be part of the EMBU function and will report to the CBO, EMBU.
The purpose of your role will be to lead and optimize EV two-wheeler service and parts operations to drive exceptional customer satisfaction, profitable growth, and operational excellence. This includes defining and executing the business strategy, ensuring the efficient and quality-driven supply of parts to establish a gold standard for availability and reliability, developing strategic service initiatives, and cultivating a high-performing team to solidify our market leadership in the EV ecosystem.
A purpose driven role for you
Your key responsibilities will include, but not limited to:
1. Financial
Developing the Service Business as a major revenue stream for channel partner and VIDA
Development of Value Added Service (VAS) and usage of the same for development of business and royalty earning for VIDA
2. Customer
Customer Experience
Process excellence for best in class Service Experience to customer
Service Everywhere - increasing service touch points and mobile service
Customer Interface (Complaints Management) - converting customer dissatisfaction to delight
Develop EV service infrastructure, manpower, and technology.
Customer Retention
CRM Management for improving customer retention to capture lifecycle spend
Process automation and standardisation for customer connect and retention
Field management
Oversee and manage field teams and customer touchpoints (CP) to effectively implement service strategies, aiming for improved customer experience and business outcomes.
3. Product
New Product Establishment, Development & Support
Establish 360-degree product and service support throughout the customer lifecycle, linking manufacturing, CIT, and quality through robust feedback.
Implement proactive feedback on product and ride experience.
Execute proactive and reactive field product corrections for customers.
Utilize a closed-loop feedback system from customer to quality to CIT for rapid product issue resolution.
Contribute to new product development with CIT to launch trouble-free products.
Champion design improvements for optimal serviceability and inherent product quality, enhancing customer experience and product longevity.
Oversee the development of technical documentation, diagnostic software, and comprehensive product validation for market readiness.
Warranty & Free Service management
Warranty Claim Management including recoveries for channel partners
Failure analysis and closed looping with quality and CIT
Process enhancement & automation for warranty
Free Service Settlement
4. People Development
Technical & Soft skill Training
Improve team's technical competency on existing/new product repairs & diagnostics.
Enhance overall team competency via key skill training.
Train and develop channel partner staff at all levels.
Develop Training Centers with ASDC for youth skill and employment enhancement.
Develop training content.
Deliver training to customer interface teams at channel partners to improve customer experience.
Adopt ATC (Assessment, Training, Certification) training model.
5. Driving Parts Business
Leading the achievement of Revenue and EBITDA goals for Parts Business
Spearheading the annual & mid-term sales and budget planning
Formulation of strategy to achieve ABP Plans & EBITDA
Retail Strategy
Steering the development & implementation of effective sales strategies
Monitor, review and analyze performance matrix and suggest improvements
Partnering with Global Parts Centre for seamless supplies of parts
Marketing & Branding
Driving optimum visibility and brand building of Parts business
Devising strategies and plans for parts marketing with the ultimate goal of increasing Genuine Parts sales & awareness for EV
6. Process and Digitisation
Benchmark and improve processes for standardization, efficiency, and customer satisfaction.
Drive process excellence and future readiness in service & parts.
Digitize all customer and internal service processes for efficiency.
Cross-Functional
Collaborate with Sales, Parts, Production, Manufacturing, Quality, and Marketing departments to align products with the future of mobility.
A Day in the life
The purpose of your role will be to lead and optimize EV two-wheeler service and parts operations to drive exceptional customer satisfaction, profitable growth, and operational excellence. This includes defining and executing the business strategy, ensuring the efficient and quality-driven supply of parts to establish a gold standard for availability and reliability, developing strategic service initiatives, and cultivating a high-performing team to solidify our market leadership in the EV ecosystem.
Academic Qualification & Experience
BE / B.Tech in Automobile/ Mechanical
MBA in Sales & Marketing (Preferable)
18+ Years of Experience in Service; in areas of Consumer Service, Channel Management, Technical Product Handling & after sale-service
Auto industry exposure is highly recommended
Technical Skills/Knowledge
Product Technical Knowhow
Industry best in class awareness
Business Analytics
Strategic Orientation
System & Process orientation
Behavioural Skills
Digital and analytical Mindset
Customer Focus & Solution Focus
Strong negotiation & business acumen
Boundaryless collaboration
Drive for results and leadership skills
Building and developing high performance teams
What will it be like to work for Hero
As the world's largest manufacturer of motorcycles and scooters for the last 22 years, Hero is where you will get to work with the brightest innovators, passionate about being the best in what they do. You will become a part of India's proudest legacy, a brand that is celebrated by 110 million Indians and is now taking over the world with its manufacturing superpower. If you are someone who dreams big and goes after their dreams with absolute conviction, Hero is your place to be. At Hero, we are building a cutting-edge future of mobility, pushing frontiers of innovation and aiming for the very best. Choose to be with the best, choose to be your best.
About Hero
Headquartered in New Delhi (India), is the world's largest manufacturer of motorcycles and scooters for 22 consecutive years. We are at the forefront of developing modern, technologically superior and eco-friendly mobility solutions for its millions of customers around the world.
Hero MotoCorp has rapidly transformed into a true multinational organization with a presence in 47 countries across Asia, Africa, Latin America and the Middle East.
We have achieved the coveted milestone of 110 million cumulative production and sales since inception. Aligned with its Vision "Be the Future of Mobility", Hero MotoCorp plans to achieve its next 100 million sales by 2030.
We have a globally benchmarked manufacturing and Research & Development (R&D) ecosystem that is spread across global geographies. Its R&D facilities are located in India and Germany - the Centre of Innovation and Technology (CIT) at Jaipur, India, and the Tech Centre Germany (TCG), near Munich. Hero MotoCorp's eight 'green' manufacturing facilities are spread across India (6), Colombia (1) and Bangladesh (1).
Hero MotoCorp is the pre-eminent leader in the Indian two-wheeler market. It is the only motorcycle manufacturing company listed in Dow Jones Sustainability Index.
In 2022, Hero MotoCorp launched a separate brand for emerging mobility solutions, including Electric Vehicles (EV) - VIDA, Powered by Hero. VIDA has commenced sales of VIDA V1 - its first EV - in India and plans to launch the product in global markets.
We are one of the largest global corporate promoters of multiple sporting disciplines. Hero is globally associated with golf, football, field hockey, cricket and motorsports. Hero MotoSports Team Rally is one of India's flag-bearers in global rally racing. The iconic golfer Tiger Woods is Hero MotoCorp's Global Corporate Partner.
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