Position Overview

Lead the end-to-end Laptop Service business for Croma across all channels, ensuring superior customer experience, service profitability, partner governance, operational excellence, and industry-leading service standards. The role will own service strategy, OEM engagements, repair ecosystem governance, customer escalations, spares management, process improvements, and business growth initiatives for the laptop category.

Key Responsibilities

- Service Strategy & Business Leadership

- Define and execute the Laptop Service roadmap across Croma stores, online channels, and service partners.
- Establish long-term service capability, repairability, and customer experience strategies.
- Drive category-level service performance, customer satisfaction, and operational efficiency.
- Develop annual operating plans, service budgets, and productivity targets.

- OEM & Brand Management

- Act as the single-point owner for all Laptop OEM relationships.
- Conduct quarterly business reviews with major brands.
- Drive improvements in repair TAT, service quality, parts availability, and customer experience.
- Negotiate service support frameworks, escalation mechanisms, and service-level commitments.

3. Service Partner Governance

- Lead governance of Authorized Service Centers, repair partners, logistics partners, and field support ecosystem.
- Establish performance scorecards and SLA compliance reviews.




- Drive corrective actions on service failures and recurring customer complaints.
- Ensure consistent service delivery standards across geographies.

- Customer Experience & Escalation Management

- Own resolution of critical customer escalations and VOC trends.
- Monitor CSAT, DSAT, NPS, TAT, Repeat Repairs, and Complaint Aging.
- Lead cross-functional war rooms for high-priority service issues.
- Ensure customer-centric policies and service standards are consistently implemented.

- Repair Operations & Technical Governance

- Drive repairability improvements and reduction in non-repairable cases.
- Establish diagnostic standards and technical capability across partners.
- Monitor repair quality, repeat failures, and technical performance metrics.
- Work closely with OEMs to enhance technical training and support.

- Process Excellence & Digital Transformation

- Lead automation and system enhancements across laptop service journeys.
- Collaborate with Technology teams on Kapture, and service ecosystem improvements.
- Drive analytics-based decision-making and process improvements.
- Champion digitization initiatives that improve visibility and customer experience.

- Leadership & People Development

- Lead and mentor category managers, service governance teams, and partner ecosystem stakeholders.
- Build a high-performance culture focused on accountability and customer centricity.
- Drive capability-building initiatives and succession planning.

📌 Lead - Laptop Services (Mumbai)
🏢 Croma
📍 Mumbai