Croma - Product Manager - Tech Support Service

- This job role is leading the Service Experience initiatives in Value Added Services of Croma. Value Added Services - includes consumer proposition like - Tech Support, Laptop Set-Up, Extended Warranty, AMC and Repair Services.

- The candidate will be responsible to build the Tech Support product portfolio. Tech Support includes - Smart Home Device Set-Up, Smart Home Installation Service, Video Assistance/Remote Assistance for all CDIT products through professionally trained Technicians.

- The product will be about making the customer The candidate also has to ensure customer experience of the Tech Support Products are well accepted by the customer and becomes a industry benchmark.

- The candidate has to do scoping of Tech Support business in India by identifying the size of the Tech Support market in India and West, the opportunities it possess, the revenue forecasting, cost modelling and final deliverable gross profit from the Service.

Brief of the Job role :

- Designing, planning and implementing Products like Video Assistance, Technical Assistance Packages for CDIT products, Smart Home Installation, Digital security solution etc. which can be sold from stores and ecom.

- Responsible for product design, sales, and profitability of the Service Products.

- Tapping Service Providers for the Services and on board them.

- Build a Tech Support Team with required capabilities to deliver Technical support.

- Designing customer's service journey on croma.com and store in consultation with Product IT Team.

- Service benchmarking in the market, competition mapping.

- Monitor the NPS / CSAT of Service delivered and take corrective actions for concern territories.

- Designing call centre service and selling solution.