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 Current 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 effective 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 Read more Be with the best Be your best Catch-up on all our Recruitment assessments - We at Hero are equal opportunity employer and committed to a policy of treating all its employees and job applications equally Some of our roles use assessments to help us understand how suitable you are for the role you ve applied to If you are invited to take an assessment this is outstanding news It means your application has progressed to an important stage of our recruitment process