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.

- 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.

- Team-oriented and proactive communicator.

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