Lead - ORM

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

Office Location: Electronic City (Territory)

Position description: Customer Delight Manager – Customer Research

Job Description: As the Senior Customer Delight Manager, you will play a critical role in shaping and enhancing our customer experiences. Your primary responsibilities will encompass a range of customer and brand research, insights generation, analytics, new business research, and loyalty program design and deployment. You will be expected to use design thinking principles to drive innovation and customer-centric strategies.

Key Responsibilities:

• Conduct comprehensive customer research to gain deep insights into customer preferences, behaviors, and pain points.
• Lead brand research initiatives to understand the market perception of our products and the effectiveness of our branding strategies.
• Utilize data and analytics to derive actionable insights that drive informed decision-making.
• Collaborate with cross-functional teams to develop and execute new business research projects, including identifying emerging market trends and opportunities.
• Design and implement loyalty programs that enhance customer retention and advocacy.
• Apply design thinking principles to create innovative solutions for improving the overall customer experience.
• Monitor and assess customer satisfaction and loyalty metrics to track the effectiveness of implemented strategies.
• Foster a culture of customer-centricity and empathy throughout the organization.
• Stay updated on industry trends, consumer behavior, and competitor activities to ensure our products and services remain competitive.

Qualifications:

• Bachelor's degree in a relevant field; a master's degree is a plus.
• 5+ years of experience in a similar role, preferably within the automotive, FMCG, or related industry.
• Proficiency in design thinking methodologies and principles.
• Basic knowledge of analytics and consumer research.
• Strong project management and leadership skills.
• Excellent communication and interpersonal abilities.

Analytical mindset with the ability to translate data into actionable insights

Educational qualifications preferred

• Category: Bachelor's Degree, Master's Degree
• Field specialization: Business Administration and Management, General, Business, Management, Marketing and related support services, Computer Engineering

Job Snapshot

Updated Date

Job ID

JOB ID_03946

Section

Office of Chairman Emeritus

Location

Ecity-focus Twr, Karnataka, India

Experience

5 - 10 Years

Employee Type

White Collar

Employee Sub Type

White Collar - Regular