Job Description

Position Overview

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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.

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Key Responsibilities

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1. Service Strategy & Business Leadership

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- 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.
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2. OEM & Brand Management

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- 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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3. Service Partner Governance

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- 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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4. Customer Experience & Escalation Management

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- 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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5. Repair Operations & Technical Governance

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- 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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7. Process Excellence & Digital Transformation

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- 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.
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9. Leadership & People Development

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- 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