MGR (CUSTOMER EXPERIENCE & DIGITISATION - IBU)

Bajaj Auto Limited; Maharashtra; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Bajaj Auto Limited in Maharashtra is seeking a forward-looking leader for Customer Experience and Digitisation to drive engagement across the dealership network using digital solutions, data and process innovation.

You will work with Sales, Digital Tech and dealer stakeholders to design, deploy and scale transformation initiatives that uplift NPS, lead conversion and dealer performance through structured governance, dashboards and analytics.

Qualifications

• Experience in customer experience transformation in retail or automotive networks.
• Ability to design and scale digital solutions and dashboards.
• Strong data-driven decision making and governance skills.
• Experience with NPS and dealer network management.

Responsibilities

• Drive customer experience improvement across the dealership network through NPS, customer feedback and structured detractor-resolution mechanisms.
• Identify customer pain points across key dealership touchpoints and design, pilot and deploy improved customer journeys and experience standards.
• Drive end-to-end lead management transformation (RAFTAAR) by simplifying lead capture, mapping customer touchpoints and improving lead nurturing, follow-up and conversion.
• Develop digital solutions along with DIGITAL Tech team for target setting, sales planning and performance management to improve frontline sales productivity.
• Build structured processes and digital solutions for broker/influencer management, including master data, enquiry tracking and engagement governance.
• Identify market and geographic growth opportunities using customer, lead and market data, with a focus on priority and emerging segments.
• Develop guideline and standards for dealership manpower planning, organisation structure and role effectiveness.
• Drive initiatives to improve frontline sales productivity, capability and retention.

Skills

Customer experience

Data analytics

Stakeholder management

NPS experience

Job description

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Role: Customer Experience and Digitisation

Drive customer experience and dealer capability across the dealership network by leveraging digital solutions, data and process innovation to improve customer engagement, sales productivity, lead conversion and dealer performance. The role will work cross-functionally with Sales, Digital tech, and dealership stakeholders to design, deploy and scale transformation initiatives across the network.

Key Responsibilities

1. Customer Experience (NPS)

• Drive customer experience improvement across the dealership network through NPS, customer feedback and structured detractor-resolution mechanisms.
• Identify customer pain points across key dealership touchpoints and design, pilot and deploy improved customer journeys and experience standards.
• Drive end-to-end lead management transformation (RAFTAAR) by simplifying lead capture, mapping customer touchpoints and improving lead nurturing, follow-up and conversion.
• Develop digital solutions along with DIGITAL Tech team for target setting, sales planning and performance management to improve frontline sales productivity.
• Build structured processes and digital solutions for broker/influencer management, including master data, enquiry tracking and engagement governance.
• Identify market and geographic growth opportunities using customer, lead and market data, with a focus on priority and emerging segments.

3. Dealer Capability & Talent Management

• Develop guideline and standards for dealership manpower planning, organisation structure and role effectiveness.
• Drive initiatives to improve frontline sales productivity, capability and retention.

4. Dealer Governance & Performance Management

• Develop digital audit and governance mechanisms to assess dealership infrastructure and adherence to defined standards.
• Establish performance-monitoring frameworks and dashboards to identify business gaps, track improvement actions and enable structured performance reviews.
• Develop dashboards and digital performance-management tools to enable data-driven reviews and decision-making by dealer team.