Function

Harley Davidson BU
Pay Band

M2Role

Manager- Customer EngagementA purpose driven role for you
The role will be pivotal for managing operations of H-D and Hero Premium contact centre operations, in addition to creating a Strategic roadmap on adding consumer channels, working on industry best practices and optimising resourcing VS costing, alongside business growth.A Day in the life

Your key responsibilities will include, but not limited to:
1. Device Customer journey across touchpoints: X440 & CBU: Execution of channels: WhatsApp app BOT/ Web BOT: complete flow from pre-sales/sales/aftersales/merchandise/accessories
2. Manage and monitor customer experience program for dealers and customers
3. Solid MIS & data monitoring capabilities
4. Manage and monitor customer experience program for dealers and customers
5. Customer Satisfaction communication & trigger points
Academic Qualification & Experience
- MBA in Marketing and Sales
- 8+ years of experience
-Preferred relevant Digital-Tech /MarTech knowledge
-Relevant experience of Automotive processes (sales/aftersales)




Technical Skills/Knowledge

-Experience of managing contact centres Proven record in managing large teams and overseeing all contact centre operations, including staff performance, operational efficiency, and quality assurance.
-Demonstrable analytical problem solving skills
- Channel Management
- Business Acumen
Behavioural Skills

-Align & Motivate Distributor team for High Performance.
-Collaborate across all interfaces
-Negotiation skills & Conflict Management
-Analytical and problem-solving skills
-Excellent written and verbal interpersonal.
-Develop & engage people
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 mil

📌 Lead- Engagement Center (Gurugram)
🏢 Hero MotoCorp
📍 Gurugram