Lead - Laptop Services

Job description

Position Overview Lead the end-to-end Laptop Service business for Croma across all channels, ensuring superior customer experience, service profitability, partner governance, operational excellence, and industry-leading service standards. The role will own service strategy, OEM engagements, repair ecosystem governance, customer escalations, spares management, process improvements, and business growth initiatives for the laptop category. Key Responsibilities 1. Service Strategy & Business Leadership • Define and execute the Laptop Service roadmap across Croma stores, online channels, and service partners. • Establish long-term service capability, repairability, and customer experience strategies. • Drive category-level service performance, customer satisfaction, and operational efficiency. • Develop annual operating plans, service budgets, and productivity targets. 2. OEM & Brand Management • Act as the single-point owner for all Laptop OEM relationships. • Conduct quarterly business reviews with major brands. • Drive improvements in repair TAT, service quality, parts availability, and customer experience. • Negotiate service support frameworks, escalation mechanisms, and service-level commitments. 3. Service Partner Governance • Lead governance of Authorized Service Centers, repair partners, logistics partners, and field support ecosystem. • Establish performance scorecards and SLA compliance reviews. • Drive corrective actions on service failures and recurring customer complaints. • Ensure consistent service delivery standards across geographies. 4. Customer Experience & Escalation Management • Own resolution of critical customer escalations and VOC trends. • Monitor CSAT, DSAT, NPS, TAT, Repeat Repairs, and Complaint Aging. • Lead cross-functional war rooms for high-priority service issues. • Ensure customer-centric policies and service standards are consistently implemented. 5. Repair Operations & Technical Governance • Drive repairability improvements and reduction in non-repairable cases. • Establish diagnostic standards and technical capability across partners. • Monitor repair quality, repeat failures, and technical performance metrics. • Work closely with OEMs to enhance technical training and support. 7. Process Excellence & Digital Transformation • Lead automation and system enhancements across laptop service journeys. • Collaborate with Technology teams on Kapture, and service ecosystem improvements. • Drive analytics-based decision-making and process improvements. • Champion digitization initiatives that improve visibility and customer experience. 9. Leadership & People Development • Lead and mentor category managers, service governance teams, and partner ecosystem stakeholders. • Build a high-performance culture focused on accountability and customer centricity. • Drive capability-building initiatives and succession planning.