Territory Manager- Customer Experience

Hero MotoCorp Ltd.

Udaipur District

On-site

INR 600,000 - 900,000

Full time

7 hours ago

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Job summary

Hero MotoCorp Ltd. invites applications for a Territory Manager- CE to join the Customer Experience team and report to the Area Service Manager.

The role focuses on maximizing customer connect, driving value-added services, and implementing balanced scorecard approaches to enhance revenue and customer delight. You will work to improve dealer service profitability, manage warranty processes, and coordinate cross-functional stakeholders to ensure best-in-class customer experiences in Hero MotoCorp

Qualifications

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

Responsibilities

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

Skills

Product knowledge

Systems & processes

Advanced Excel

MS Office

Tools

Hero systems

Channel partner systems

Job description

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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 :

To ensure maximum customer connect to enhance customer experience
To facilitate Value added services to customer to enhance business penetration in order to generate more revenue
To implement Balanced Scorecard approach and points
To provide product support in the field

A purpose driven role for you

Your key responsibilities will include, but not limited to:

To drive revenue growth and maximisation of profitability in Dealer Service
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
To ensure the timely submission of Warranty and FSC claims by the channel partners.
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 the world’s largestmanufacturer of motorcycles and scooters for the last 22 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 110 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 the world'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 in 47 countriesacross Asia, Africa, Latin America and the Middle East.

We have achieved the coveted milestone of 110 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. Some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

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