Zonal Service Marketing Manager

JOB PURPOSE

(Summarize in one statement why your job exists and how it contributes to the overall mission/objective of the organization.)

To create, communicate, and deliver compelling after-sales service value propositions to customers through the development and execution of service marketing strategies, campaigns, and innovative service offerings that enhance customer satisfaction, loyalty, service retention, and business growth

1. PRINCIPAL ACCOUNTABILITIES

(List the accountabilities associated with the job.)

.Analyze market trends, business performance, and customer insights to conceptualize and plan zone-specific digital and on-ground promotional campaigns.

.Collaborate with multiple stakeholders to drive adoption of MSIL's strategic digital platforms, including the MS App and website.

.Partner with dealers and internal regional teams to strengthen the adoption and effectiveness of MSIL digital assets, including Hyperlocal and Google Business Profile.

.Collaborate with media agencies and dealers to plan and execute paid search and social media campaigns for dealer businesses.

.Identify unmet customer needs through research and insights, and develop new service offerings that enhance customer value and satisfaction.

.Drive customer engagement by designing locally relevant marketing collateral and creatives in collaboration with creative agencies.

.Develop strategies and tactical plans to generate demand and increase sales of MSIL value-chain offerings, including MSP+, MSV+, CCP, EW, and SAPW.

.Build customer awareness and engagement with MSIL Service by identifying relevant content themes, finalizing storyboards, and developing informative and DIY content for YouTube, Facebook, Instagram, X, and LinkedIn.

.Conduct periodic reviews and dealer visits to assess the implementation of marketing initiatives and develop joint action plans for improvement.

2. MAJOR CHALLENGES

(Describe the major challenges you face on an on-going basis in carrying out your job.)

• Collaboration and Partnership with multiple internal and external stakeholders - Creative, Media and Martech agencies (External), Digital Enterprise and regional service team (Internal)
• Prioritizing tasks effectively to meet objectives within timelines.

Creative and Strategic Thinking and finding out of the box solution

3. DECISIONS

(Mention the key decisions taken by job holder at his end and the decisions for which the job holder goes to superior with options and recommendations or seek approval).

Key Decisions taken by Job Holder

Suggesting campaign themes, communication messages, and promotional tactics within approved marketing plans and budgets, suitable to local needs.

Identification of target customer segments and digital channels - based on local needs, for campaign execution.

Day-to-day coordination and execution plans with media agencies, creative agencies, and internal stakeholders based at Service HO.

Content planning and scheduling for social media platforms , website updates, and customer engagement initiatives

Identification of customer pain points, unmet needs, and opportunities for new service offerings.

Identifying Dealers, Territories, Regions that need support in improving service business and new service offerings sale performance, coordinating with multiple stakeholders to prepare performance improvement plan.

Prioritization of campaign activities and allocation of operational tasks among stakeholders.

Monitoring campaign performance in the zone and initiating corrective actions to improve effectiveness and achieve business objectives.

Preparing and executing plans for performance improvement of new service offerings, in collaboration with intra vertical teams

Decisions Recommended to Superior / Seeking Approval

.Significant changes in brand communication, positioning, or customer engagement strategy.

.Introduction of new digital platforms, tools, or technologies involving investment.

.Large-scale promotional campaigns, customer outreach programs, and regional/national activations.

.Strategic initiatives aimed at achieving business growth, service retention, and customer loyalty targets.

.Escalation of major campaign performance issues, reputational risks, or customer-related concerns requiring management intervention.

4. INTERACTIONS

(The key working relationships or routine contacts a job holder needs to have INSIDE and OUTSIDE the organization to accomplish the job.)

Internal Clients

Roles you need to interact with inside the organization to enable success in your day to day work

.Peers, inter and intra department/vertical

.Department Heads, Divisional Heads, Territory, Regional and Zonal Service managers

.Digital Enterprise teams

External Clients

Rolesyou need to interact with outside the organization to enable success in your day to day work

Creative and Media Agencies

Martech Vendor companies

MSIL dealer management

5. DIMENSIONS

(List the significant numerical data which will reflect the scope and scale of activities concerning this job).

Financial Dimensions

(These should be quantifiable numerical amounts like annual budgets, project costs, annual revenue, purchase value etc.).

NA

Other Dimensions

(Indication of some of the significant volumes associated with the job like number in team/ staff handled etc).

No of direct reportees : Zero

6. SKILLS AND KNOWLEDGE

(State the minimum acceptable proficiency for this job which best indicates the education and/or experience requirements of this job and not the incumbent).

Educational Qualifications

Minimum : BE/B.Tech + MBA

Minimum 3 years of work experience

MBA in with specialization in marketing will be preferred