Job Description : Manager ( Service Planning & Digitization) Job Title: Manager – Service Planning & Digitization Department: Bajaj Auto Ltd - Probiking Department Location: Head Office Position Objective To elevate the premium customer ownership experience by driving service process excellence, digital transformation, and brand-aligned engagement across the dealer network. The role focuses on delivering a seamless, digitally enabled, and emotionally engaging post-sales experience for premium motorcycle customers. Key Responsibilities • Monitor field team KRA performance and initiate improvement actions for red KRAs through data-led insights. • Continuously enhance Customer Experience through measurement and improvement of Net Promoter Score (NPS). • Conduct root cause analysis of detractors and implement structured preventive measures. • Conceptualize and implement Customer Delight and Loyalty Programs for premium motorcycle owners. • Lead digital and IT initiatives to enhance brand experience. • Analyze service and customer data to identify improvement opportunities and monitor key performance trends. • Benchmark service processes and customer touchpoints with leading premium brands and drive process excellence. • Manage Customer Support Centre operations ensuring timely, empathetic, and effective customer communication. • Oversee complaint resolution ensuring root-cause elimination and customer confidence restoration. • Conduct training sessions and digital townhalls for field service teams focused on premium ownership experience and process adherence. • Collaborate with cross-functional teams to ensure alignment between product, service, and customer experience goals. Key Skills & Competencies • Deep understanding of premium or lifestyle segment customer expectations. • Strong data analysis, insight generation, and reporting skills. • Proficiency in digital tools, app-based service processes, and customer experience analytics. • Experience in preparing Business Requirement Documents (BRD) for IT system enhancements. • Ability to translate customer feedback into actionable improvement projects. • Excellent communication and presentation skills, with strong command over PowerPoint and reporting formats. • Cross-functional collaboration and stakeholder management capability. • Strategic thinker with a passion for innovation and continuous improvement. Qualification & Experience • B.E. / B.Tech in Mechanical Engineering (mandatory). • Minimum 5+ years of experience in two-wheeler field service, preferably in a premium or lifestyle brand. • Prior exposure to Head Office service operations and digital transformation initiatives. • In-depth knowledge of dealer operations, customer experience management, and service process optimization. Personality Traits • Customer and brand-conscious. • Analytical, digitally inclined, and process-oriented. • Creative problem solver with a passion for motorcycles and customer delight. • Collaborative and proactive communicator.