Job Description : Manager ( Service Planning & Digitization)

Job Title:  Manager – Service Planning & Digitization

Department:  Bajaj Auto Ltd - Probiking Department

Location:  Head Office, Akurdi, Pune

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.