Territory Manager- Customer Experience

Hero MotoCorp Ltd.; Kolkata District; On-site; INR 600,000 - 900,000; Full time

Job summary

Hero MotoCorp Ltd. in India is seeking a Territory Manager- CE to join the Customer Experience team and report to the Area Service Manager.

You will focus on maximizing customer connect, delivering value-added services, and supporting product issues in the field. Your days will revolve around driving revenue growth in dealer service, enhancing customer happiness, ensuring timely warranty and FSC claims, and reducing non-claiming partners by coordinating with internal and external stakeholders to

Qualifications

• Minimum 2-3 years as Territory manager in any OEM.
• Experience in dealer service and customer experience is beneficial.

Responsibilities

• Drive revenue growth and profitability in Dealer Service.
• Increase Happiness Index (CEI & CES) and reduce customer complaints by coordinating with stakeholders.
• Ensure timely submission of Warranty and FSC claims by channel partners.
• Reduce non-claiming channel partners and warranty rejections.

Skills

Product knowledge

Systems knowledge

MS Office (Advanced Excel)

Tools

MS Office (Advanced Excel)

Job description

As the Territory Manager- CE you will be part of the Customer Experience team and will report to the Area Service Manager.
The purpose of your role will be :
1. To ensure maximum customer connect to enhance customer experience
2. To facilitate Value added services to customer to enhance business penetration in order to generate more revenue
3. To implement Balanced Scorecard approach and points
4. To provide product support in the field

A purpose driven role for you

Your key responsibilities will include, but not limited to:

• 1. To drive revenue growth and maximisation of profitability in Dealer Service
• 2. To increase the Happiness Index (CEI & CES) and work on reducing the customer complaints by coordinating with all the stakeholders so that the end customer gets the delightful experience in the HMCL workshops
• 3. To ensure the timely submission of Warranty and FSC claims by the channel partners.
• 4. To reduction of non-claiming channel partners, reduce warranty rejection etc.

A Day in the life

As the TM- CE, your day will start on strategising and making plans on how to drive revenue growth and maximise it. This role will will allow you to interact with the different stakeholders from internal to external and provide you an exciting opportunity to explore on how to make a difference in the satisfaction levels of the customers directly

Academic Qualification & Experience

• Minimum 2-3 years as Territory manager in any OEM

Technical Skills/Knowledge

• Knowledge of Product & Variants
• Knowledge of systems & processes at Hero & channel partner
• Proficiency in MS Office(Advanced Excel)

Behavioural Skills

• Customer Complaint Management
• Inter-personal relationships/People Management Skills
• Effective Time Management
• Business Communication
• Effective Decision making

What will it be like to work for Hero

As theworld’s largestmanufacturer of motorcycles and scooters for the last22 years, Hero is where you will get to work with the brightest innovators, passionate about being the best in what they do. You will become a part of India’s proudest legacy, a brand that is celebrated by110 million Indiansand is now taking over the world with its manufacturing superpower. If you are someone who dreams big and goes after their dreams with absolute conviction, Hero is your place to be. At Hero, we are building a cutting-edge future of mobility, pushing frontiers of innovation and aiming for the very best.Choose to be with the best, choose to be your best.

About Hero

Headquartered in New Delhi (India),Hero MotoCorp is theworld's largestmanufacturer of motorcycles and scooters for 22 consecutive years. We are at the forefront of developing modern, technologically superior and eco-friendly mobility solutions for its millions of customers around the world.

Hero MotoCorp has rapidly transformed into a true multinational organization with a presence in47 countriesacross Asia, Africa, Latin America and the Middle East.

We have achieved the coveted milestone of110 million cumulative productionand sales since inception. Aligned with its Vision“Be the Future of Mobility”, Hero MotoCorp plans to achieve its next100 million sales by 2030.

We have a globally benchmarked manufacturing and Research & Development (R&D) ecosystem that is spread across global geographies. Its R&D facilities are located in India and Germany - the Centre of Innovation and Technology (CIT) at Jaipur, India, and the Tech Centre Germany (TCG), near Munich. Hero MotoCorp’s eight ‘green’ manufacturing facilities are spread across India (6), Colombia (1) and Bangladesh (1).

Hero MotoCorp is the pre-eminent leader in the Indian two-wheeler market. It is the only motorcycle manufacturing company listed in Dow Jones Sustainability Index.

In 2022, Hero MotoCorp launched a separate brand for emerging mobility solutions, including Electric Vehicles (EV) -VIDA, Powered by Hero. VIDA has commenced sales of VIDA V1 – its first EV – in India and plans to launch the product in global markets.

We are one of the largest global corporate promoters of multiple sporting disciplines. Hero is globally associated with golf, football, field hockey, cricket and motorsports. Hero MotoSports Team Rally is one of India’s flag-bearers in global rally racing. The iconic golfer Tiger Woods is Hero MotoCorp’s Global Corporate Partner.

Recruitment assessments - We at Hero are equal opportunity employer and committed to a policy of treating all its employees and job applications equally.