Jeeves - Business Head

Organization: Jeeves Consumer Services Private Limited (www.jeeves.co.in)

We are a rapidly growing company in the consumer services space. We are authorized partners for leading retailers like Future Group, Tata Croma, Metro Cash and Carry and brands like Toshiba, Panasonic, Philips, Kenwood, Sanyo and many more for post sales technical support for a range of appliances and electronics. Established in 2007 Jeeves is present in 225 locations across India with a 400 strong in-house team and 600 executives on contract through our franchisees.

India has over 175 million households with some sort of electronic / electrical appliance. To address a widely felt consumer need for a professional and reliable service provider, Jeeves has launched its Home Service initiative recently. This service aims at providing convenient, high quality, reliable, safe and secure service at reasonable and transparent costs in a sustained manner to consumers across the country. Consumers with any product of any brand of any age will now have access to quality service through a single contact number. The home service market is estimated at Rs 8000 crores.

Position: We are looking for a Business Head – Home Consumer Services to spearhead the complete consumer business initiative as a P&L responsibility.

Job Description:

The role would involve

1. Complete P&L responsibility for the home consumer service business

- Business plan and goal setting

- Resource planning, allocation and management

- Set revenue milestones, maximize revenues through various streams like Extended Warranties / AMCs / repair services and manage budgets

2. Branding and Marketing

- Finalize the marketing strategy and structure

- Optimize spends across media

- Build sustained web presence and online traffic

- Create new products and offerings

3. Operations Management

- Help draw up and implement SOPs with the objective of providing first class front end consumer experience.

- Policies for the team / business

- Contact center related processes, training and management

- Continuous technical and soft skills training

4. Coordination with the technology team to establishing a robust technological back bone to register and manage consumer calls in an efficient manner

- Implement field automation system for field team monitoring and management

- Integration of the ERP system with the field automation system to reduce call closure cycle times.

- Comprehensive reporting and review systems

5. Setting up an efficient pan India supply chain management system

- The business involves managing an inventory of over 30000 spare parts at an all India level through a network of warehouses and logistics partners.

- Through Supply Chain team establish systems to help optimize spares availability across the country to help reduce call closure time frames

Ideal Candidate would be: An engineering graduate with an MBA from a reputed Institute

- Around 15 to 18 years of experience in a consumer business, with at least 5 years as a business head / SBU Head

- Preference will be given to candidates with experience in consumer facing, operations intensive high volume transaction services businesses like e-commerce / transactional BPOs / multi-location retail entity / similar.

- Must be very aware of and comfortable with digital marketing tools and technology

- Excellent leadership skills with an ability to motivate a team of widely differing profiles.

- Analytical ability to help review and suitably modify strategy to help optimize revenues and resources.

- Self-motivated, high energy levels, great interpersonal skills and ability to connect across levels and functions.

Location - Bangalore

Contact
Alok Sen
Mobile: +919844245633