Manager Service Strategy

Responsibilities & Key Deliverables

Develop and implement the service strategy roadmap, including dealer profitability, customer retention, operational excellence and channel strategy.

Design service process frameworks and KPIs for service workshops and network partners (Primary and Secondary)

Lead digital transformation projects (Salesforce, Power BI, Qlik) across the aftersales value chain—CRM, service process automation, remote diagnostics, and connected vehicle data.

Collaborate with IT and product teams to define system requirements and workflows for digital service platforms (CRM, DMS, mobile apps, service dashboards, Power BI).

Create and deploy SOPs and governance mechanisms across the dealer service networks. (CRM, warranty, parts, Service TAT, CSI, channel expansion)

Work closely with dealer development and training teams to enhance network capability and technician productivity.

Key Skills & Competencies

Strong understanding of automotive aftersales operations, workshop management, warranty, and field service.
Proven experience in service process design and performance improvement.
Experience leading or implementing digital tools (CRM, DMS, telematics dashboards, or digital tools implementation).
Analytical mindset with proficiency in Excel and Power BI/Tableau.
Excellent communication, stakeholder management, and project management skills.

Preferred Industries

Education Qualification

Bachelor of Engineering (Mechanical, Automotive, Production)
MBA - Added Advantage

General Experience