Job Title: Head - Service Excellence

Industry: Consumer Electronics / Home Appliances / Services

Location: Mumbai (NHQ)

Reporting To: Business Head

Experience Required: 12-18 Years

Job Summary:

We are looking for a highly experienced and strategic Head - Service Excellence to lead and transform the after-sales service function for a leading Consumer Electronics organization. The role will focus on enhancing customer experience, driving operational excellence, improving service quality, optimizing field service operations, and implementing digital initiatives across the service ecosystem. The ideal candidate should have strong experience in managing large-scale service operations, customer experience programs, service networks, and transformation initiatives within the Consumer Electronics, Home Appliances, or related Service industries.

Key Responsibilities:

1. Service Strategy & Customer Experience:

- Define and execute the overall service excellence strategy aligned with business objectives.

- Lead initiatives to improve customer satisfaction, service delivery standards, and brand experience.

- Drive key customer metrics including CSAT, NPS, First-Time Fix Rate (95%+), complaint resolution timelines, and customer retention.

- Identify customer pain points and implement improvement initiatives to enhance overall experience.

2. After-Sales Service Operations Management:

- Lead end-to-end after-sales service operations across regions.

- Manage field service teams, authorized service partners, and service centre networks.

- Ensure timely installation, repair, maintenance, and resolution of customer issues.

- Strengthen service processes to reduce repeat complaints and improve operational efficiency.

- Establish performance monitoring mechanisms for service teams and partners.

3. Process Excellence & Quality Improvement:

- Develop, implement, and continuously improve SOPs, service frameworks, and quality standards.

- Drive process optimization initiatives to enhance productivity and reduce service turnaround time (TAT).

- Ensure compliance with service policies, SLAs, and operational guidelines.

- Use data analytics to identify trends and improve service performance.

4. Digital Transformation & CRM Initiatives:

- Lead digital transformation projects across after-sales operations.

- Drive implementation and enhancement of CRM systems, automation tools, dashboards, and customer service platforms.

- Improve visibility, tracking, and efficiency through technology-led solutions.

- Introduce innovative solutions to improve customer engagement and service delivery.

5. Partner & Stakeholder Management:

- Build strong relationships with service partners, vendors, and internal stakeholders.

- Collaborate with Sales, Product, Supply Chain, Quality, and Technology teams to deliver seamless customer support.

- Ensure service partners meet defined performance, quality, and customer satisfaction standards.

6. Team Leadership:

- Lead and mentor large service teams across multiple locations.

- Build a performance-driven service culture focused on ownership and customer-first mindset.

- Develop talent capability and succession planning within the service organization.

Required Skills & Competencies:

- Strong expertise in Service Excellence, After-Sales Service Operations, Customer Experience Management.

- Experience handling large field service operations/service networks.

- Strong understanding of CSAT, NPS, SLA Management, TAT Improvement & Service KPIs.

- Process improvement and operational excellence mindset.

- Experience with CRM platforms, automation, and digital service transformation.

- Strong leadership and stakeholder management skills.

- Analytical mindset with data-driven decision-making abilities.

Desired Candidate Profile:

- 12-18 years of relevant experience in Service Excellence / Customer Service / After-Sales Operations.

- Prior experience in Consumer Electronics, Home Appliances, Consumer Durables, or Service Industry.

- Proven experience managing large teams and multi-location service operations.

- Strong exposure to digital transformation and customer experience improvement initiatives.

Education: MBA / Engineering / Relevant postgraduate qualification preferred.