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 feed