Lead - Customer Engagement Center Operations

Lead- Engagement Center Function Harley Davidson BU Pay Band M2 Role Manager- Customer Engagement A purpose driven role for you The role will be pivotal for managing operations of H-D and Hero Premium contact centre operations, in addition to creating a Strategic roadmap on adding consumer channels, working on industry best practices and optimising resourcing VS costing, alongside business growth. A Day in the life Your key responsibilities will include, but not limited to: 1. Device Customer journey across touchpoints: X440 & CBU: Execution of channels: WhatsApp app BOT/ Web BOT: complete flow from pre-sales/sales/aftersales/merchandise/accessories 2. Manage and monitor customer experience program for dealers and customers 3. Strong MIS & data monitoring capabilities 4. Manage and monitor customer experience program for dealers and customers 5. Customer Satisfaction communication & trigger points Academic Qualification & Experience - MBA in Marketing and Sales - 8+ years of experience -Preferred relevant Digital-Tech /MarTech knowledge -Relevant experience of Automotive processes (sales/aftersales) Technical Skills/Knowledge -Experience of managing contact centres Proven record in managing large teams and overseeing all contact centre operations, including staff performance, operational efficiency, and quality assurance. -Demonstrable analytical problem solving skills - Channel Management - Business Acumen Behavioural Skills -Align & Motivate Distributor team for High Performance. -Collaborate across all interfaces -Negotiation skills & Conflict Management -Analytical and problem-solving skills -Excellent written and verbal interpersonal. -Develop & engage people What will it be like to work for Hero As the world’s largest manufacturer of motorcycles and scooters for the last 22 years , Hero is where you will get to work with the brightest innovators, passionate about being the best in what they do. You will become a part of India’s proudest legacy, a brand that is celebrated by 110 million Indians and is now taking over the world with its manufacturing superpower. If you are someone who dreams big and goes after their dreams with absolute conviction, Hero is your place to be. At Hero, we are building a cutting-edge future of mobility, pushing frontiers of innovation and aiming for the very best. Choose to be with the best, choose to be your best. About Hero Headquartered in New Delhi (India), Hero MotoCorp is the world's largest manufacturer of motorcycles and scooters for 22 consecutive years. We are at the forefront of developing modern, technologically superior and eco-friendly mobility solutions for its millions of customers around the world. Hero MotoCorp has rapidly transformed into a true multinational organization with a presence in 47 countries across Asia, Africa, Latin America and the Middle East. We have achieved the coveted milestone of 110 million cumulative production and sales since inception. Aligned with its Vision “ Be the Future of Mobility ”, Hero MotoCorp plans to achieve its next 100 million sales by 2030. We have a globally benchmarked manufacturing and Research & Development (R&D) ecosystem that is spread across global geographies. Its R&D facilities are located in India and Germany - the Centre of Innovation and Technology (CIT) at Jaipur, India, and the Tech Centre Germany (TCG), near Munich. Hero MotoCorp’s eight ‘green’ manufacturing facilities are spread across India (6), Colombia (1) and Bangladesh (1). Hero MotoCorp is the pre-eminent leader in the Indian two-wheeler market. It is the only motorcycle manufacturing company listed in Dow Jones Sustainability Index. In 2022, Hero MotoCorp launched a separate brand for emerging mobility solutions, including Electric Vehicles (EV) - VIDA , Powered by Hero. VIDA has commenced sales of VIDA V1 – its first EV – in India and plans to launch the product in global markets. We are one of the largest global corporate promoters of multiple sporting disciplines. Hero is globally associated with golf, football, field hockey, cricket and motorsports. Hero MotoSports Team Rally is one of India’s flag-bearers in global rally racing. The iconic golfer Tiger Woods is Hero MotoCorp’s Global Corporate Partner. Read more about us. Be with the best. Be your best. Catch-up on all our latest openings . Recruitment assessments – We at Hero are equal opportunity employer and committed to a policy of treating all its employees and job applications equally. Some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process. Experience Level Senior Level