Purpose of the role:
This role will be responsible for managing strategic relationships with assigned OEM partner and driving end-to-end service delivery across the service network. The role serves as the single point of ownership for the OEM account, ensuring operational excellence, achievement of business KPIs, commercial performance, customer satisfaction, and long-term account growth.
Responsibilities:
- Account Management
- Own the overall relationship with assigned OEM(s) as the primary business partner.
- Develop and strengthen strategic partnerships with senior leadership at the OEM.
- Conduct regular business reviews and present operational performance, business insights, and improvement plans.
- Drive customer satisfaction through consistent delivery of agreed service levels.
- Ensure timely closure of escalations and proactive stakeholder communication.
- Service Operations Management
- Monitor end-to-end after-sales service operations across authorized service centers.
- Drive achievement of operational KPIs.
- Ensure compliance with OEM processes, SOPs, and quality standards.
- Lead initiatives to improve operational efficiency and service experience.
- Business and Commercial Management
- Manage account P&L and ensure achievement of revenue and profitability targets.
- Monitor warranty claim settlements and commercial reconciliations.
- Drive cost optimization without compromising service quality.
- Identify opportunities for business expansion and additional service offerings.
- Stakeholder Management
- Collaborate with Operations, Quality, Supply Chain, Finance, HR, IT, and Training teams.
- Build strong relationships with OEM Service Heads, Regional Managers, Quality teams, and Commercial stakeholders.
- Ensure alignment between customer expectations and internal execution.
- Continuous Improvement
- Lead digital transformation and process improvement initiatives.
- Utilize data analytics to identify service trends and improvement opportunities.
- Drive operational excellence projects.
Desired candidate profile:
- 15+ years of experience in Consumer Electronics or After-Sales Service, with at least 5 years in a leadership role managing OEM accounts.
- Proven experience in Key Account Management, Service Operations, and P&L management.
- Strong understanding of service network management, warranty processes, SLA governance, and customer experience.
- Excellent stakeholder management, negotiation, analytical, and leadership skills.
- MBA or Engineering degree preferred.
