BLM - Purchase Enquiry

Job Description About The Company - TVS Motor Company is a reputed two and three-wheeler manufacturer globally, championing progress through Mobility with a focus on sustainability. Rooted in our 100-year legacy of Trust, Value, and Passion for Customers and Exactness, we take pride in making internationally aspirational products of the highest quality through innovative and sustainable processes. The Company was started in 1979 as the flagship brand of TVS Group, which was founded by T.V. Sundaram lyengar. Under the persistence and diligent leadership of the Chairman Emeritus, Venu Srinivasan, the company has become the largest member of the TVS Group in terms of size and turnover. Prof Sir Ralf Dieter Speth, Chairman, TVS Motor Company and Sudarshan Venu, Managing Director, TVS Motor Company are forging a bright path for the future of the company. Today, TVS Motor is present in 80+ countries and has over 50million happy customers in India. The Company also has strong socially responsible focus and supports the Srinivasan Services Trust to carry out numerous sustainable initiatives to positively contribute to the lives of communities across regions. Group Company: TVS Motor Company Name of the position: Business Line Manager - Purchase Experience Educational Qualification: BTech/MBA Work Experience: 8-12 years Work Location: Electronic City, Bengaluru Roles & Responsibilities: Driving digital-first transformation of customer journeys through scalable products and processes. Proven expertise in building and launching solutions such as cashback platforms, delivery checklist digitization, and available-to-promise systems. Skilled in improving NPS, enabling omnichannel retail pilots, and using data-driven insights to enhance conversion, trust, and customer delight. Key Responsibilities - Product Strategy & Development - Own the product lifecycle for customer-facing features from discovery to launch. - Led the design and rollout of the end-to-end Cashback Process (TVS Connect App customer onboarding OTP validation bank account capture direct transfer expiry & reversal framework), ensuring transparency, fraud prevention, and customer delight. - Drove the Available-to-Promise (ATP) initiative to improve delivery visibility, reduce waiting times, and enhance trust in purchase journeys. - Define, prioritize, and manage product roadmaps based on customer needs, business impact, and market benchmarking. - Digital Retail & Omnichannel Enablement - Piloted and scaled EV retailing on marketplaces (e.g., Flipkart), building new models for online-to-offline (O2O) sales handovers. - Ensuring dealer onboarding and process adherence on Ecomm business - Established operational processes and digital workflows to integrate marketplace orders with dealer systems, ensuring seamless customer journeys. - Customer Experience & NPS Improvement - Led initiatives to improve Net Promoter Score (NPS) by addressing key pain points such as delayed deliveries, high dealership waiting times, and lack of delivery-day experience standards. - Designed and launched a standardized Delivery Checklist, ensuring all dealerships followed consistent, premium handover protocols. - Scaled the checklist nationally and drove its digitisation, embedding it within dealer systems to ensure compliance, transparency, and real-time monitoring of customer experience. - Designed structured customer feedback loops (call scripts, surveys, NPS driver analysis) to uncover root causes of dissatisfaction and translate insights into dealership and product interventions. - Built customer experience playbooks and trained dealership staff to deliver premium handover experiences for flagship products - Data-Driven Decision Making - Data-led decision making to design and optimize customer-facing solutions, ensuring every product intervention addressed validated customer pain points. - Built analytical frameworks to track cashback redemption patterns, delivery SLA adherence, order fulfillment, and delivery rating movement. - Leveraged cohort analysis, funnel analysis, and customer segmentation to prioritize product roadmap features (e.g. Delivery visibility, cashback expiry notifications). - Partnered with data science and BI teams to translate raw data into customer insights that directly improved adoption, satisfaction, and loyalty. - Cross-Functional & Stakeholder Leadership - Collaborated with engineering, design, marketing, and supply chain teams to launch new digital-first experiences. - Partnered with finance and risk teams to strengthen cashback processes and ensure operational integrity. - Led dealership engagement programs and staff training sessions to embed premium delivery standards across the network. Functional Competencies: - Product knowledge - Digital customer Journey design - Customer Experience & NPS Score - Data & Analytics - Technical & Platform Awareness - Process Design & Digitization Leadership Competencies - Leading Innovation & Diverse Teams - Adaptability - Strategic Thinking - Customer centric Leadership