Job Description:

Role: Head, Domestic Parts Business

Function: Aftersales

Designation: Deputy General Manager - Head, Domestic Parts Business

Reporting To: Head - Aftersales

Location: Chennai | Location flexible for the right candidate

Experience: 20+ years

Travel: Extensive travel across India

Employment Type: Full-time

1. Role Purpose:

The DGM - Head, Domestic Parts Business will be responsible for building and scaling the India Domestic Parts Business with end-to-end ownership for revenue growth, customer penetration, customer retention, collections, commercial effectiveness and profitability across Branch and Dealer channels.

The incumbent will lead the nationwide Parts Sales organization and develop a robust, customer-centric and digitally enabled Parts business covering B2C, B2B and B2B2B business models.

The role carries a strong mandate to develop and execute an aggressive growth strategy with the ambition of scaling the Domestic Parts Business by 5X over the next three years, while ensuring sustainable growth, commercial discipline, healthy working capital and improved profitability.

The successful candidate will operate as a business leader rather than only a sales leader, balancing strategic planning with hands-on execution across customers, branches, dealers and cross-functional stakeholders.

2. Key Responsibilities:

A. Domestic Parts Business Strategy & Growth:

- Develop and execute the overall strategy for the India Domestic Parts Business in alignment with the company's Aftersales and business objectives.

- Establish a clear 3-year growth roadmap to achieve the targeted 5X scale-up of the Domestic Parts Business.

- Identify new markets, customer segments, applications and revenue streams for Parts.

- Develop strategies to increase parts penetration across the installed equipment base.

- Drive growth across B2C, B2B and B2B2B channels.

- Evaluate emerging business models, partnerships and alternative distribution channels.

- Identify opportunities to expand geographical reach and market coverage.

- Develop strategies for increasing share of wallet among existing customers.

B. Revenue & Sales Leadership:

- Lead the All-India Parts Sales organization across branches, regions, zones and dealer networks.

- Set annual, quarterly and monthly revenue targets and ensure effective cascading across the organization.

- Drive achievement of Parts sales, volume, margin and profitability objectives.

- Establish rigorous sales review mechanisms across regions and branches.

- Analyse regional, branch, dealer and customer-level performance and initiate corrective actions.

- Challenge underperforming territories and develop structured recovery plans.

- Improve sales productivity and effectiveness of the Parts Sales organization.

C. Customer Acquisition, Penetration & Retention:

- Build a strong customer-centric Parts business with focus on acquisition, penetration, retention and lifetime value.

- Develop strategies to improve Parts penetration among the existing customer and installed base.

- Strengthen relationships with strategic and key customers.

- Personally engage with major customers and strategic accounts to understand requirements and develop business opportunities.

- Identify customer pain points and work with internal functions to improve service experience.

- Develop customer segmentation and differentiated sales strategies.

- Establish mechanisms to improve customer retention and repeat Parts purchases.

D. Dealer & Channel Development:

- Develop and strengthen the Parts Dealer network across India.

- Establish clear dealer segmentation, performance standards and business plans.

- Improve dealer productivity, Parts availability and customer reach.

- Identify opportunities for new dealer appointments and alternative channel partnerships.

- Develop dealer incentive and engagement mechanisms in collaboration with relevant functions.

- Monitor dealer performance, inventory, receivables and commercial health.

- Strengthen dealer capability through training, product knowledge and sales enablement.

- Build a scalable and sustainable distribution model for future business growth.

E. Commercial Management & Collections:

- Ensure strong commercial discipline across the Parts organization.

- Own and monitor receivables, collections, credit exposure and working capital in coordination with Finance.

- Establish effective mechanisms for monitoring overdue receivables.

- Drive collection performance across branches, dealers and customers.

- Review pricing, discount structures, credit terms and commercial policies.

- Improve gross margin and contribution through effective pricing and discount management.

- Ensure that business growth is achieved without compromising commercial governance.

- Identify and mitigate commercial and credit risks.

F. Parts Business Planning & Analytics:

- Develop robust Parts business dashboards and performance management systems.

- Track key business metrics including: Revenue, Growth, Gross margin, Customer penetration, Customer retention, Dealer productivity, Branch productivity, Collections, Receivables, Inventory, Market share, Parts availability.

- Use data and analytics to identify trends, gaps and growth opportunities.

- Drive fact-based decision-making across the Parts organization.

- Develop predictive insights around customer demand, Parts consumption and market opportunities.

- Establish a strong performance management culture within the organization.

G. Digital Transformation:

- Lead the digital transformation of the Domestic Parts Business.

- Leverage CRM, ERP, e-commerce, digital ordering and analytics platforms to improve customer access and sales effectiveness.

- Develop digital Parts sales channels and customer engagement models.

- Improve customer convenience through digital enquiry, quotation, ordering, tracking and payment mechanisms.

- Work closely with IT and digital teams to identify and implement technology solutions.

- Use digital data to strengthen customer segmentation, sales targeting and retention.

H. Supply Chain & Parts Availability:

- Work closely with Supply Chain, Warehouse and Logistics teams to improve Parts availability and customer service levels.

- Identify critical Parts availability gaps affecting sales and customer satisfaction.

- Improve demand forecasting and inventory planning through sales insights.

- Drive optimization of Parts inventory across branches and dealers.

- Collaborate with Supply Chain to reduce stock-outs and improve order fulfilment.

- Balance inventory availability with working-capital efficiency.

I. Cross-Functional Leadership:

- Partner closely with Finance, Supply Chain, IT, Service, Product Management, Manufacturing and Corporate Functions to remove business execution barriers.

- Drive cross-functional initiatives required for scaling the Parts business.

- Ensure alignment between Parts Sales, Service and overall Aftersales strategy.

- Influence stakeholders across the organization even where there is no direct reporting relationship.

- Escalate critical business issues with clear analysis and recommended solutions.

J. Organization & Leadership Development:

- Build a high-performing and scalable Parts Sales organization.

- Assess current organization capability and identify structural requirements for future growth.

- Develop Regional / Zonal / Branch Parts leadership capability.

- Establish clear roles, responsibilities, KPIs and accountability mechanisms.

- Develop succession plans for critical leadership positions.

- Coach and mentor high-potential employees.

- Build a culture of ownership, customer focus, performance and execution excellence.

- Ensure the organization is capable of managing the planned 5X business scale.

3. Key Performance Areas / KPIs:

The incumbent will be measured on a balanced set of growth, customer, commercial and organizational KPIs.

KPI Category Key Measures:

- Business Growth: Parts revenue growth, 3-year 5X growth roadmap, market expansion.

- Customer: Customer acquisition, penetration, retention, repeat business.

- Channel: Dealer productivity, branch productivity, channel expansion.

- Profitability: Gross margin, contribution margin, pricing effectiveness.

- Collections: Collection efficiency, overdue reduction, DSO.

- Working Capital: Inventory turns, inventory optimization, receivables.

- Market Development: New segments, new customers, new business models.

- Digital: Digital sales penetration, online orders, CRM adoption.

- Operations: Parts availability, order fulfilment, service levels.

- Organization: Productivity, leadership capability, succession and talent development.

4. Decision-Making & Leadership Scope:

The role requires the incumbent to operate at multiple levels of the organization:

Strategic Level:

- Define the future direction of the Domestic Parts Business.

- Present business strategy and performance to senior management.

- Recommend investments, organizational changes and commercial strategies.

Business Level:

- Review Regional / Zonal performance.

- Allocate resources based on market potential.

- Challenge business assumptions and drive corrective actions.

Customer Level:

- Engage directly with key customers and strategic accounts.

- Negotiate major commercial opportunities.

- Resolve critical customer and business issues.

Execution Level:

- Drive branch and dealer performance.

- Monitor sales pipelines, collections and Parts availability.

- Remove cross-functional execution barriers.

5. Required Experience & Qualifications:

Essential Experience & Education Qualification:

- B.E or B.Tech 20+ years of overall professional experience.

- Any Professional course related to Sales would be added advantage.

- Significant experience in Parts Sales, Aftersales or Parts Business Management.

- Strong experience managing large-scale sales organizations.

- Proven experience in managing multi-region / multi-zone / All-India business operations.

- Strong commercial and P&L orientation.

- Experience in dealer / channel management and customer development.

- Demonstrated experience in business growth and market expansion.

Preferred Industry Experience:

Candidates from the following industries will be preferred: Construction Equipment, Automotive, Commercial Vehicles, Heavy Machinery, Industrial Equipment, Engineering Equipment, Technically complex products with established aftermarket / Parts operations.

6. Critical Competencies:

- Strong Growth Mindset

- Strategic Thinking

- Commercial Acumen

- Customer Centricity

- Analytical & Data-Driven Approach

- Execution Excellence

- High Ownership & Accountability

- Strong Negotiation Skills

- Cross-Functional Influencing

- Change Management

- Business Acumen

- People & Leadership Development

- Complexity Management

- High Energy & Bias for Action

- Ability to Build Scalable Organizations

7. Leadership Profile:

The ideal candidate will be a business builder and transformation leader who can move seamlessly between strategy and execution.

He / She should be comfortable:

- Presenting strategy and business plans to senior management.

- Reviewing detailed numbers with Regional and Branch Heads.

- Challenging underperforming businesses and driving accountability.

- Meeting and negotiating with strategic customers.

- Developing dealer and channel strategies.

- Working with Finance on profitability and collections.

- Working with Supply Chain on availability and inventory.

- Working with IT on digital transformation.

- Building and developing a high-performance leadership team.

- Driving significant organizational and business change.

8. Success in the Role:

Within the first 12 - 18 months, the successful incumbent is expected to:

- Establish a clear 5X Domestic Parts Business growth roadmap.

- Strengthen the All-India Parts Sales organization.

- Improve branch and dealer productivity.

- Increase Parts penetration across the installed customer base.

- Develop new B2B / B2B2B revenue opportunities.

- Improve customer retention and repeat business.

- Strengthen collections and commercial discipline.

- Improve Parts availability and supply-chain coordination.

- Establish a robust Parts business dashboard and review mechanism.

- Build the organizational capability required to sustain the next phase of growth.

Overall Mandate:

Build the next scale of India's Domestic Parts Business by creating a high-growth, customer-centric, commercially disciplined and digitally enabled Parts organization capable of delivering 5X business growth over the next three years.