Service Revenue Manager

JOB ROLE: Service Revenue Manager

REPORTING TO : Head - Consumer Care

BU/ DIVISION: Consumer Care

JOB PURPOSE: Develop and manage revenue streams through service channel

KEY RESPONSIBILITIES

1. Revenue Growth & P&L Ownership

• Own service revenue targets and profitability across regions / categories.
• Drive YoY growth through service contracts, AMCs, spare parts, upgrades, and new service models.
• Manage margins, cost structures, and productivity of service operations.

2. Business Development

• Identify and onboard new service partners, enterprise clients, and strategic alliances.
• Develop new monetization opportunities across installed base and lifecycle services.
• Expand footprint in untapped markets and customer segments.

3. Service Attitude & Customer Experience

• Build a strong service culture focused on responsiveness, reliability, and customer delight.
• Improve NPS/CSAT through better processes, training, and engagement models.
• Ensure consistent service delivery standards across all touchpoints.

4. Demand Forecasting & Planning

• Forecast service demand using data from installed base, usage patterns, and market trends.
• Align capacity, inventory, and manpower to demand plans.
• Drive predictability in revenue and resource planning.

5. GTM (Go-To-Market) Strategy

• Design and execute GTM strategy for all service offerings.
• Define customer segments, value propositions, channels, and activation plans.
• Partner with Sales, Marketing, and Operations for strong execution.

6. Pricing Mechanism & Monetization

• Develop dynamic pricing models for service contracts, spares, and premium services.
• Balance competitiveness with profitability.
• Introduce innovative pricing bundles, subscriptions, and value-based pricing.

7. Execution Excellence

• Drive operational rigor in service delivery, billing, collections, and reporting.
• Track KPIs such as TAT, first-time fix rate, revenue per customer, and service productivity.
• Ensure seamless coordination between field teams, partners, and back-end operations.

8. Market Research & New Service Offerings

• Conduct market and customer research to identify unmet service needs.
• Design and launch new service products / experiences.
• Benchmark with industry best practices and competitors.

9. Change Management & Transformation

• Lead transformation initiatives in service processes, systems, and mindset.
• Drive adoption of digital tools, automation, and data-led decision making.

10. Stakeholder Management & Leadership

• Work closely with Sales, Product, Finance, Supply Chain, and IT.
• Present business reviews and strategic plans to leadership.

EDUCATIONAL QUALIFICATIONS: Graduate , MBA Preferred

WORK EXPERIENCE:

• 15 Yrs in service marketing/business development
• Preferable - category leading tenure of 5 years

PREFERRED/ ADDITIONAL REQUIREMENT

• Product development
• Digital marketing