Service Marketing Manager

Job Description

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Job Description:– Manager / Deputy Manager, Service Marketing Department: Service Marketing / Customer Care Reporting To: Head – Service Marketing / Regional Service Head Role Overview:-The Service Marketing Manager will be responsible for driving customer engagement, loyalty programs, secondary service network expansion, and dealer profitability through innovative service marketing initiatives. This role will focus on strengthening service touchpoints, promoting digital service initiatives, managing loyalty programs, planning BTL activities, and ensuring service schemes deliver tangible business outcomes. Key Responsibilities:- Service Network & Customer Engagement Drive the growth of secondary service networks (Authorized Service Points) through appointment and business support. Enhance customer satisfaction and retention by launching and monitoring innovative service schemes. Ensure dealer profitability by driving and monitoring Service Absorption Ratio (SAR). Loyalty & Training Programs Manage and grow the Big Boss loyalty program (Tech Masters) by driving participation, stickiness, and retention. Plan and execute annual events, trainings, and digitization initiatives for loyalty program members. Manage MBB (Mahindra Big Boss) app and referral management processes for new tractor customers. BTL & Event Marketing Plan and monitor BTL events, including concept design, event execution support, and campaign monitoring. Create and deliver marketing collaterals (videos, tutorials, product designs, digital creatives) to support field teams. Vendor & Reward Management Manage vendors for scheme rewards release, redemption process, and data validation. Ensure timely coordination with vendors for execution of service schemes and promotional activities. Market Intelligence & Digital Initiatives Track and analyze competition activities and processes to recommend counter strategies. Promote digital initiatives such as SUVIDHA (missed call service) and digital lead generation for service. Support the adoption of digital tools, service apps, and online engagement channels for customer convenience. Desired Candidate Profile Education: MBA in Marketing / Service Management or equivalent; B.Tech / Diploma in Automobile / Mechanical Engineering preferred. Experience: 5–10 years in Service Marketing, Customer Care, or After-Sales Strategy (preferably in Automotive, Tractor, or Farm Equipment Industry). Key Skills & Competencies:-Strong understanding of service marketing, dealer network management, and loyalty programs. Experience in BTL marketing, event planning, and vendor coordination. Proficiency in digital marketing tools, customer engagement apps, and analytics. Excellent communication, training, and customer engagement skills. Strong analytical and problem-solving ability. Ability to manage multiple stakeholders and drive customer-centric initiatives.