Back to Jobs
Service Planning & Strategy Manager
Actively Reviewing
JAKSON Group
Job Description
Job Requirements
Service Planning & Strategy Manager
Department: Customer Service
Reporting To: Head / General Manager – Customer Service
Location: Noida
Job Purpose
To drive service planning, strategy, governance, and performance by managing service operations planning, CRM, MIS, KPIs, warranty processes, and service network development to ensure operational excellence and customer satisfaction.
Key Responsibilities
Service Planning & Strategy Manager
Department: Customer Service
Reporting To: Head / General Manager – Customer Service
Location: Noida
Experience
Service Planning & Strategy Manager
Department: Customer Service
Reporting To: Head / General Manager – Customer Service
Location: Noida
Job Purpose
To drive service planning, strategy, governance, and performance by managing service operations planning, CRM, MIS, KPIs, warranty processes, and service network development to ensure operational excellence and customer satisfaction.
Key Responsibilities
- Develop and execute the Customer Service roadmap aligned with business objectives.
- Drive overall service planning, coordination, and continuous process improvement.
- Monitor service KPIs, dashboards, MIS, and management reporting.
- Ensure CRM governance, complaint lifecycle management, and data accuracy.
- Manage warranty policies, claim processes, and warranty analytics.
- Coordinate with the Call Centre to improve response time and customer experience.
- Plan and support SSD (Sales & Service Distributor) network expansion.
- Prepare and monitor the annual service budget and resource planning.
- Coordinate with Sales, Product, SCM, Finance, and IT for service readiness and new product launches.
- Develop and standardize service SOPs, policies, and operational processes.
- SLA & TAT Compliance
- KPI Dashboard & MIS Accuracy
- CRM Compliance
- Warranty Cost & Claim Management
- Customer Satisfaction (CSAT/NPS)
- Service Budget Adherence
- SSD Network Expansion
- Process Compliance & Audit Score
- Diploma 3 years/ B.E./B.Tech (Electrical/Mechanical/Electronics) or MBA (Preferred)
- 8–12 years in Customer Service, Service Operations, or Service Planning.
- Experience in Solar, BESS, Gensets, Electrical Equipment, or Renewable Energy preferred.
Service Planning & Strategy Manager
Department: Customer Service
Reporting To: Head / General Manager – Customer Service
Location: Noida
Experience
- 8–12 years in Customer Service, Service Operations, or Service Planning.
- Experience in Solar, BESS, Gensets, Electrical Equipment, or Renewable Energy preferred.
Required Skills
Similar Jobs
View all →
Sales Operations Manager
Saburi Ply
Bhandara
Process Improvement
Revenue Recognition
Sales Operations
+10
Program Manager – Sales & Revenue
Vedantu
Bengaluru
Sales Operations
Business Intelligence
Root Cause Analysis
+10
Area Credit Manager - Jodhpur
Aditya Birla Capital
Rajasthan
Sales Operations
Construction Management
Process Improvement
+4
Business Development Operations Manager
Unknown
Ahmedabad
Sales Operations
Process Improvement
CRM
Assistant Customer Service Manager
ATA
Delhi
Sales Operations
Customs
Key Account Management
+3
Quick Apply
Upload your resume to apply for this position
–