Job Description : Manager ( Service Planning & Digitization)

Job Title: Manager – Service Planning & Digitization

Department: Bajaj Auto Ltd - Probiking Department

Location: Head Office

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.
- Solid data analysis, insight generation, and reporting skills.
- Proficiency in digital tools, app-based service processes, and customer experience analytics.
- Experience in preparing Bu

📌 Mgr (Service Analytics & Digitization - Pb) (India)
🏢 Bajaj Auto
📍 India