National Head – Aftersales - Premium BU

Job description

We are looking for a visionary National Head – Aftersales to join our Premium Business Unit. This is a pivotal leadership role where you will transform service into our greatest competitive differentiator. You will lead a high-performing techno-commercial team, bridging the gap between cutting-edge engineering and unparalleled customer delight. From driving revenue streams to spearheading digital transformation and customer retention strategies, you will be the architect of our service landscape. What You Will Do? Financial Strategy: Drive the service business as a major revenue stream for channel partners and HMCL, focusing on Parts, Oil, Labour, VAS, and HGA, while maximizing royalty earnings.Customer Experience Excellence: Champion process excellence to deliver a best-in-class service experience. This includes expanding "Service Everywhere" touchpoints, mobile service capabilities, and proactively managing customer interfaces to convert dissatisfaction into delight.Lifecycle Customer Retention: Develop and deploy robust CRM strategies and process automation to standardize customer connection and capture lifecycle spend.Product Lifecycle & Warranty Management: Provide 360-degree service support from product establishment to field performance feedback. Lead warranty claim management, failure analysis, and closed-loop feedback mechanisms with Quality and CIT to ensure quick resolution of product concerns.New Product Development: Act as a critical partner in new product development, driving design corrections, serviceability improvements, and technical literature development to ensure a trouble-free customer experience.Technical & Soft Skill Leadership: Build high-performance teams by improving technical and diagnostic competencies through training centers and the ATC (Assessment, Training, and Certification) model.Process Digitization: Drive digitization across the entire pre-service to post-service value chain to improve standardisation and operational efficiency.Cross-Functional Collaboration: Lead multidimensional alignment across Sales, Parts, Production, Quality, and Marketing to align service strategies with the future of mobility. What We’re Looking For: A Proven Track Record: 18–20 years of robust experience in the Service sector, with deep expertise in Consumer Service, Channel Management, and Technical Product Handling.Strategic & Commercial Acumen: Ability to develop service as a major revenue driver while maintaining a laser focus on Customer Experience (HHS/NPS).Leadership DNA: A builder of high-performance teams, a champion of digital transformation, and a collaborative leader who thrives on solving complex, multidimensional challenges.Technical Excellence: An engineering background (BE/B.Tech) with an MBA in Sales & Marketing is ideal. At Premium BU, you aren't just joining a team ,you are architecting the future of mobility in India. We envision fusing the immense scale and storied legacy of Hero MotoCorp with the relentless agility of a high-growth premium venture - Premium BU. Here, you’ll work at the convergence of world-class technology, iconic global collaborations, and performance-led innovation. We are looking for those who thrive in the "what’s next," those who challenge conventions, and those ready to leave an indelible mark on the premium landscape. The After Sales function at Premium BU will be your canvas to innovate, your platform to influence, and your opportunity to redefine the premium customer experience.