Territory Manager - Customer Experience

Hero Motocorp Limited; New Delhi; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Hero MotoCorp is seeking a Territory Manager for the Customer Experience function in India. The role reports to the Area Service Manager and focuses on maximizing customer connect, driving revenue through value-added services, and implementing Balanced Scorecard principles in the field.

Key responsibilities include growing revenue in Dealer Service, boosting customer happiness (CEI/CES), ensuring timely warranty/ FSC claims, and reducing non-claiming partners.

Qualifications

• BE / B Tech (Mech) – minimum 2-3 years as Territory Manager in any OEM.

Responsibilities

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

Skills

Territory management

Customer experience

Warranty coordination

Channel management

SAP

DMS

MS Office

Advanced Excel

Education

BE/B.Tech (Mech)

Tools

SAP

DMS

MS Office

Advanced Excel

Job description

Territory Manager- Customer Experience Function India BU Pay Band E4 to M2 Role

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

BE / B Tech (Mech) - 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

Channel Management

Technical/Commercial skills (DMS & SAP)

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 the world’s largest manufacturer of motorcycles and scooters for the last 25 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 by 130 million Indians and 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

Hero MotoCorp, headquartered in New Delhi, India, is the world's largest manufacturer of motorcycles and scooters for 25 consecutive years with ~$5 billion revenue. The Company's global footprint spans 52 countries across Asia, Africa, Europe, Central and Latin America with a customer base of over 130 million. The Company operates eight manufacturing facilities - six in India and one each in Colombia and Bangladesh- along with two Research and Development centres: Centre for Innovation and Technology (CIT) in India and Tech Centre Germany (TCG). Hero MotoCorp is driving the transition to electric mobility through VIDA, powered by Hero. Strategic alliances with Harley-Davidson and Zero Motorcycles support the design and development of premium and electric motorcycles, respectively. Further demonstrating its commitment to the EV future, the Company has made strategic investments in two- and three-wheeler EV manufacturers, Ather Energy and Euler Motors. Hero MotoCorp is the only Indian two-wheeler manufacturer listed on the prestigious Dow Jones Sustainability Index (D/SI). Hero MotoCorp's Executive Chairman, Dr. Pawan Munjal, was named to the 2025 TIME100 Climate List of the 100 most influential leaders driving business climate action. Beyond mobility, Hero MotoCorp is a major global promoter of sports, including golf, football, field hockey, and cricket. Hero MotoSports Team Rally is India's flag bearer in global rally racing.

Experience Level Mid Level