Position Overview /n 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. /n Key Responsibilities /n 1.

Service

Strategy & Business Leadership /n /n

- Define and execute the Laptop Service roadmap across Croma stores, online channels, and service partners.

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- Establish long-term service capability, repairability, and customer experience strategies.

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- Drive category-level service performance, customer satisfaction, and operational efficiency.

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- Develop annual operating plans, service budgets, and productivity targets.

/n /n 2. OEM & Brand Management /n /n

- Act as the single-point owner for all Laptop OEM relationships.

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- Conduct quarterly business reviews with major brands.

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- Drive improvements in repair TAT, service quality, parts availability, and customer experience.

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- Negotiate service support frameworks, escalation mechanisms, and service-level commitments.

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Service Partner

Governance /n /n

- Lead governance of Authorized Service Centers, repair partners, logistics partners, and field support ecosystem.

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- Establish performance scorecards and SLA compliance reviews.

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- Drive corrective actions on service failures and recurring customer complaints.





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- Ensure consistent service delivery standards across geographies.

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Customer

Experience & Escalation Management /n /n

- Own resolution of critical customer escalations and VOC trends.

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- Monitor CSAT, DSAT, NPS, TAT, Repeat Repairs, and Complaint Aging.

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- Lead cross-functional war rooms for high-priority service issues.

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- Ensure customer-centric policies and service standards are consistently implemented.

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Repair

Operations & Technical Governance /n /n

- Drive repairability improvements and reduction in non-repairable cases.

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- Establish diagnostic standards and technical capability across partners.

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- Monitor repair quality, repeat failures, and technical performance metrics.

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- Work closely with OEMs to enhance technical training and support.

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Process

Excellence & Digital Transformation /n /n

- Lead automation and system enhancements across laptop service journeys.

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- Collaborate with Technology teams on Kapture, and service ecosystem improvements.

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- Drive analytics-based decision-making and process improvements.

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- Champion digitization initiatives that improve visibility and customer experience.

/n /n 9. Leadership & People Development /n /n

- Lead and mentor category managers, service governance teams, and partner ecosystem stakeholders.

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- Build a high-performance culture focused on accountability and customer centricity.

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- Drive capability-building initiatives and succession planning.

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