Customer Service Planning & Strategy Manager

Job Purpose:

To drive service planning, strategy, governance, and performance by managing service operations planning, CRM, MIS, KPIs, warranty processes, and service network development to ensure operational excellence and customer satisfaction.

Key Responsibilities:

- Develop and execute the Customer Service roadmap aligned with business objectives.

- Drive overall service planning, coordination, and continuous process improvement.

- Monitor service KPIs, dashboards, MIS, and management reporting.

- Ensure CRM governance, complaint lifecycle management, and data accuracy.

- Manage warranty policies, claim processes, and warranty analytics.

- Coordinate with the Call Centre to improve response time and customer experience.

- Plan and support SSD (Sales & Service Distributor) network expansion.

- Prepare and monitor the annual service budget and resource planning.

- Coordinate with Sales, Product, SCM, Finance, and IT for service readiness and new product launches.

- Develop and standardize service SOPs, policies, and operational processes.

Key KPIs:

- SLA & TAT Compliance

- KPI Dashboard & MIS Accuracy

- CRM Compliance

- Warranty Cost & Claim Management

- Customer Satisfaction (CSAT/NPS)

- Service Budget Adherence

- SSD Network Expansion

- Process Compliance & Audit Score

Qualification:

- Diploma 3 years / B.E. / B.Tech (Electrical/Mechanical/Electronics) or MBA (Preferred).

Experience:

- 8-12 years in Customer Service, Service Operations, or Service Planning.

- Experience in Solar, BESS, Gensets, Electrical Equipment, or Renewable Energy preferred.