Senior Manager Service Marketing

3 days ago

Mumbai, Maharashtra, India Tata Motors Full time ₹ 15,00,000 - ₹ 20,00,000 per year

Purpose of the Role

For Extended Warranty, Royalty and AMC, this is a pivotal role in the development, implementation, and management of the Extended Warranty Program for our automotive products, AMC, VAS and Royalty Program.

Responsibilities will encompass strategic planning, product development, sales and marketing initiatives, and customer service management with Focus on Claim and Digital Road Map Implementation to ensure the success and profitability of the programs for TMPVL.

Job Responsibilities:

  1. Strategic Planning:

Develop and execute strategic plans for the Extended warranty program, AMC & Royalty, aligning with the company's overall business objectives and market trends. Identify opportunities for growth and differentiation in those areas.

2. Cross Functional Team:

Work closely with cross-functional teams, including Product, Finance, Legal, Vendors and Field Teams to design and develop different offerings tailored to the needs and preferences of car owners. Continuously evaluate and enhance the coverage, pricing, and terms of the plans.

3. Sale:

Lead the sales and marketing efforts to promote and sell plans to car buyers, dealerships, and automotive retailers. Develop targeted marketing campaigns, promotional materials, and sales and service training programs to drive awareness and adoption of the same.

4. Partnership Management with Vendors:

Cultivate and maintain relationships with external partners, to optimize the different AMC & EW programs' performance and profitability, Vendor Management on Royalty. Terms and conditions, and pricing agreements with partners to ensure mutually beneficial partnerships. Ensure the Vendors on boarding and Change Management through Governance SLAs.

5. Customer Service and EW Claim Management:

Oversee the customer service and claims management process for extended warranty holders, ensuring timely and efficient resolution of claims and inquiries. Implement best practices for customer engagement, satisfaction, and retention to enhance the overall customer experience.

Ensuring Royalty Earnings and Claim Management on Commercials

6. Risk Management:

Monitor and mitigate risks associated with the extended warranty program, Royalty including claims liabilities, and regulatory compliance. Develop risk management strategies and controls to protect the financial integrity of the program.

7. Performance Analysis and Commercial Reporting:

Track and analyze key performance metrics, such as Extended Warranty sales volume, revenue, claims frequency, and customer satisfaction, to assess the effectiveness of the extended warranty program. VAS (Royalty); The Role will be handling Allied Business and Royalty. The Role has VAS Treatment Earnings as line of Operation for Dealer Revenue through Allied Business.

The Role will be involved with Vendor on Agreement, Minimum Guarantee & Invoice Generation on Vendor and Payment Realization with Vendor

Top Line and Bottom-Line Contribution and P&L for EW, Royalty and AMC

Desired Candidate Profile:

Only Engineering Graduate with 5+ years of experience in domain of Technical on Automobile, Service Marketing Product with understanding on Finance, Commercial, Budget, Claims and Revenue and Stakeholder Management

Skills & Competencies:

Technical Competence on Product

Profitability, Contribution and Revenue P&L

Commercial and Budget Preparation

Service Marketing Product Design and Development

Digital Competence on Process Interventions

Claim Management

Business acumen

Customer centricity

Driving execution

Project management

Stake Holder Management

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