TVS Motor Company is an Indian multinational motorcycle manufacturer headquartered in Chennai. It is the third-largest motorcycle company in India by revenue. The company has annual sales of three million units and an annual production capacity of over four million vehicles.
Customer Success – Manager
About the job
We are seeking a dynamic and results-driven Customer Success Manager to join our team. The ideal candidate will be responsible for enhancing the overall customer experience across various touchpoints, including social media, website, charging infrastructure, call center, and our ownership app. This role requires a proactive individual with excellent communication skills and a passion for customer satisfaction.
NSS – Social Media Health of EV Brands:
Monitor and manage the social media presence of our EV brands.
Ensure customer queries and concerns on social platforms are addressed promptly and effectively.
Analyze social media metrics to gauge brand health and customer sentiment.
Develop strategies to improve engagement and customer satisfaction on social media.
Website Experience:
Oversee the user experience for all visitors on the company website.
Collaborate with web developers and designers to ensure the website is user-friendly and informative.
Conduct regular usability testing and gather feedback to continuously improve the website experience.
Track and analyze website metrics to identify areas for improvement.
Charging Experience:
Manage the customer experience related to home charger installations and public charging stations.
Coordinate with Charging team to ensure timely and efficient service.
Address customer issues and feedback regarding charging infrastructure.
Develop initiatives to enhance the overall charging experience for customers.
Call Centre Experience:
Supervise the performance of the call center, including both incoming and outgoing calls.
Ensure high standards of customer service and problem resolution efficiency.
Implement training programs for call center staff to improve service quality.
Monitor call center metrics and develop strategies to enhance customer satisfaction.
Customer Experience on the App for EV users:
Improve the Experience on the Ownership App with the goal of enhancing app store ratings on both Apple and Android platforms.
Work with the app development team to ensure the app is intuitive and meets customer needs.
Gather and analyze user feedback to drive continuous improvement of the app.
Develop and implement strategies to increase app engagement and user satisfaction.
Sales Complaints Management:
Drive the reduction of Sales Complaints Turnaround Time (TAT).
Ensure priority resolution of escalated complaints.
Collaborate with sales and support teams to address and resolve customer issues efficiently.
Monitor and report on complaint resolution metrics to identify areas for improvement.
Program Specialist
About the job
Group Company: TVS Motors
Job Title: Lead – Program Delivery
Location: Anekal, Karnataka
About TVS Motor Company
TVS Motor Company is a global leader in sustainable mobility, offering innovative two and three-wheeler vehicles. With over a century of heritage rooted in trust, value, and passion for excellence, TVS operates world-class manufacturing facilities in Hosur, Mysuru, Nalagarh (India), and Karawang (Indonesia). The company is renowned for its high-quality products and customer satisfaction, earning accolades like the Deming Prize and top rankings in J.D. Power IQS and APEAL surveys. Our subsidiaries, including Norton Motorcycles (UK) and Swiss E-Mobility Group, further TVS’s global footprint in the e-mobility sector.
For more information, visit www.tvsmotor.com.
Objective of the Role
The Lead – Program Delivery will ensure the successful execution and optimization of learning programs, adhering to the designed curriculum while aligning with the company’s long-term learning goals. The role focuses on managing program delivery, assessment, and certification processes to drive excellence in learning outcomes across the organization.
Roles & Responsibilities:
- Develop and execute annual and quarterly learning plans by using data-driven algorithms and studies to assess learning needs across the organization and ensure the efficient allocation of resources.
- Lead Daily Work Management (DWM) for learning programs to ensure seamless organization of program activities, including action learning, assessments, and program delivery, in line with set timelines and objectives.
- Train and orient certified facilitators to ensure facilitators are well-versed in the methodologies and assessment frameworks required to maintain high-quality program delivery and learner engagement.
- Leverage digital technologies by utilizing digital learning platforms such as Learning Management Systems (LMS), self-learning modules, digital assessments, and virtual classrooms to enhance learning experiences and maximize reach.
- Conduct formative and summative assessments to measure learning progress and outcomes, making necessary adjustments to ensure the programs meet their intended goals.
- Implement Kirkpatrick’s evaluation model to assess training programs using levels 1-4 of Kirkpatrick’s model to measure effectiveness, engagement, and ROI (Return on Investment).
- Analyse data for continuous improvement by regular review learning engagement data and outcomes, making data-driven recommendations for program enhancements and optimizing the learning ecosystem.
- Collaborate with cross-functional teams by working with business leaders, HR, and department heads to align learning initiatives with organizational goals and priorities.
- Ensure adherence to program timelines to maintain strict adherence to the established learning calendar, ensuring the planned vs actual program delivery aligns monthly.
Key Performance Indicators (KPIs):
- Number of Roles Qualified: Measure the percentage of people qualified against program objectives each month.
- Adherence to Learning Calendar: Track the planned vs. actual delivery of learning programs, ensuring schedules are met without compromising quality.
- Engagement & Effectiveness Score: Monitor the effectiveness of learning programs using feedback mechanisms, aiming for continuous improvement.
- ROI on Learning Initiatives: Ensure that the return on investment for all learning programs is measurable and contributes to the overall business strategy.
- Learning Program Completion Rates: Ensure high completion rates for the programs to meet business demands and upskill employees.
Required Experience & Education:
- Bachelor’s in engineering (BE/B. Tech) or an equivalent technical discipline.
- MBA/PGDM from a reputed institute is preferred.
- 3-5 years of relevant experience in learning delivery, learning operations, or program management.
- Demonstrated understanding of learning processes including learning needs analysis, design & development (ADDIE model), and assessment.
- Experience with digital learning tools such as Learning Management Systems (LMS), learning engagement platforms, MS Office, and data analytics tools.
- Familiarity with training evaluation models, particularly Kirkpatrick’s four-level evaluation model, to measure the effectiveness of learning initiatives.
Desired Skills:
Project Management:
- Experience managing multiple learning programs simultaneously, ensuring efficient use of resources and adherence to deadlines.
Technology Integration:
- Knowledge of leveraging digital platforms to improve learning engagement and delivery effectiveness (LMS, data-driven learning systems).
Analytical Thinking:
- Strong problem-solving skills, including the ability to assess data from learning engagements and make informed decisions.
Collaboration and Leadership:
- Ability to work cross-functionally with various departments, ensuring alignment of learning initiatives with business goals.
- Experience in leading and mentoring teams, ensuring that facilitators are aligned with learning methodologies.
Social Media Manager
About the job
Group Company: TVS Motor Company
Designation: Social Media Manager
Office Location: Bengaluru
About TVS / Who are we?
TVS Motor Company is a reputed two and three-wheeler manufacturer globally, championing progress through Sustainable Mobility with four state-of-the-art manufacturing facilities in Hosur, Mysuru and Nalagarh in India and Karawang in Indonesia. Rooted in our 100-year legacy of Trust, Value, and Passion for Customers and Exactness, we take pride in making internationally aspirational products of the highest quality through innovative and sustainable processes. We are the only two-wheeler company to have received the prestigious Deming Prize. Our products lead in their respective categories in the J.D. Power IQS and APEAL surveys. We have been ranked No. 1 Company in /the J.D. Power Customer Service Satisfaction Survey for consecutive four years. Our group company Norton Motorcycles, based in the United Kingdom, is one of the most emotive motorcycle brands in the world. Our subsidiaries in the personal e-mobility space, Swiss E-Mobility Group (SEMG) and EGO Movement have a leading position in the e-bike market in Switzerland. TVS Motor Company endeavours to deliver the most superior customer experience across 80 countries in which we operate.
For more information, please visit www.tvsmotor.com.
Position description:
We are seeking a creative and passionate Social Media & Community Manager to develop and execute a strategic social media plan to achieve measurable goals for our brands on all global social network. The ideal candidate will be a social media savvy individual with experience in community building, content strategy, and strong understanding or experience with Social Media Management Tools & Social Listening.
Roles and Responsibilities:
- Develop and execute a comprehensive social media strategy that aligns with the company’s overall marketing goals and initiatives.
- Manage the day-to-day operations of our social media accounts via Social Media Agencies/External Teams, including content creation, publishing, and community engagement.
- Collaborate with cross-functional teams, including marketing, design, product, and customer support teams to create and distribute engaging content that supports our brand messaging and customer journey.
- Work deeply to build processes and trackable systems with ORM team/agencies to build a strong engaging & responsive brand on social.
- Work with Social & ORM Partners to create insight driven content pillars and innovate newer content / campaign styles.
- Measure and report on social media performance metrics and use insights to continuously improve our social media strategies. Research and evaluate the latest trends and techniques to find new and better ways of measuring social media activity.
- Build and grow our online communities through outreach, partnerships, and engagement initiatives.
- Manage and collaborate with social media agencies to ensure campaign alignment and maximize return on investment.
- Demonstrate a curious and explorative mindset regarding the usage of AI in social media related use-cases (e.g., content generation, audience segmentation).
- Bonus point – Experience developing and implementing social media crisis communication plans.
- Stay up to date with the latest social media trends, tools, and best practices, and incorporate them into our social media strategies.
- Come up with new formats, integrated programmes to engage and channelize UGC or brand community to improve & grow engagement and follower-base.
- Collaborate with other digital counterparts to leverage customer journey from social to owned channels to increase customer acquisition.
Education Qualification:
- Degree: Bachelor’s degree
Brand Manager
About the job
Education Qualification – MBA and engineering background would help
Work Experience – 6 to 12 Years
Purpose of the role
Custodian of the brand. Effectively monitors the routine functioning of brand with strong focus on planned target achievement. Continuous immersion with customer and channel to bring about insights and counter measures for the smooth functioning of the brand. Monitoring of spends and spend efficiency
Role Description
1) Understand the target customer of given brand and give feedback
2) Plan achievement of volume and market share in key geographies
3) Closely interact with the sales teams to understand gaps and requirements to achieve the deployed targets and implement counter measures to mitigate risks.
4) Maintain MIS and other inputs required for the smooth functioning of brand
5) Sales planning by brand ,variant ,geography
6) Monitoring of resources and efficient deployment
7) Concieve and implement innovative in market activation and monitor impact
8) Improve in – store experience through appropriate and standard POSM, display and adherence to brand voice
Senior Data Scientist
About the job
Group Company: TVS Motor Company
Designation: Senior Data Scientist
Office Location: Hosur
About TVS / Who are we?
TVS Motor Company is a reputed two and three-wheeler manufacturer globally, championing progress through Sustainable Mobility with four state-of-the-art manufacturing facilities in Hosur, Mysuru and Nalagarh in India and Karawang in Indonesia. Rooted in our 100-year legacy of Trust, Value, and Passion for Customers and Exactness, we take pride in making internationally aspirational products of the highest quality through innovative and sustainable processes. We are the only two-wheeler company to have received the prestigious Deming Prize. Our products lead in their respective categories in the J.D. Power IQS and APEAL surveys. We have been ranked No. 1 Company in /the J.D. Power Customer Service Satisfaction Survey for consecutive four years. Our group company Norton Motorcycles, based in the United Kingdom, is one of the most emotive motorcycle brands in the world. Our subsidiaries in the personal e-mobility space, Swiss E-Mobility Group (SEMG) and EGO Movement have a leading position in the e-bike market in Switzerland. TVS Motor Company endeavours to deliver the most superior customer experience across 80 countries in which we operate.
For more information, please visit www.tvsmotor.com.
Job Title / Role: Senior Data Scientist
Department:
Digital and AI is a key enabler function at TVS Motor which is leading digital transformation infused with AI across TVS Motor and group companies globally. We are creating and enhancing digital native experiences for our customers, partners and colleagues leveraging the best of Data science methodologies and AI/ML algorithms to add value in the manufacturing and supply chain domain in terms of quality, efficiency and safety which differentiate and personalize user experience thereby earning the right to be in their daily life and creating a competitive differentiation in the market. Machine learning, Deep learning, Computer Vision, Predictive and Prescriptive ML modelling, LLM,NLP, NLG, algorithm, responsible AI and several others are not buzzwords but business archetypes we work with every day! Do you want to engage and lead digital and AI transformation in global mobility? Look us up!
Location: Hosur
Education Qualification: Bachelor or Master Engineering
Required Experience: 4-6 Years
Target Companies / Industry / Sector: Manufacturing, Automobile and Service
Position Reports to: Associate Divisional Manager
Key words to source profile/ Must have skills: Computer Vision, Object Detection, Classification, Semantic Segmentation, Fast RCNN, Faster RCNN, Yolo, Mask RCNN, MobileNet
About the Department / Vertical/ Section :
Manufacturing & Supply chain is key section of D&AI which closely works with vehicle manufacturing & Supply chain team to bring break thru results in Productivity, Quality, Cost and delivery in production. Team uses the cutting-edge technologies as IIoT, Industry 4.0
Purpose of the role
- Role Description: Design, develop, and implement robust computer vision algorithms for tasks such as object detection, recognition, tracking, segmentation, and pose estimation.
- Conduct research and stay up to date on the latest advancements in computer vision techniques, including deep learning architectures (CNNs, RNNs, etc.).
- Develop and train deep learning models for various computer vision tasks using frameworks like TensorFlow, PyTorch, or similar.
- Preprocess and prepare large datasets for training and evaluation of computer vision models.
- Integrate developed algorithms into existing software systems and ensure efficient performance.
- Experience with hardware platforms like GPUs or TPUs for efficient model training and inference
- Experience with deploying computer vision models on embedded systems or cloud platforms.
- Experience with cloud computing platforms (e.g., AWS, GCP) for deploying and scaling vision models.
- Evaluate and optimize the performance of computer vision models, addressing issues like accuracy, speed, and resource efficiency.
- Collaborate with cross-functional teams (engineering, research, product) to understand requirements, define solutions, and deliver impactful results.
- Document developed algorithms and solutions effectively for internal knowledge sharing and future reference.
- May contribute to writing proposals, research papers, and presentations related to computer vision projects.
- Prepare technical documentation and presentations to clearly communicate technical concepts and findings.
- Experience in Video and Image Labelling/Annotations
- Experience in AGILE Environment with good exposure to JIRA and GitHub.
Managing points (Key KPI/KRA’s) :
- Develop and deploy DS/AI/ML solutions for Manufacturing and Supply Chain for Cost Saving, Quality Improvement, Manufacturing efficiency and safety.
- Timely Completion of Projects
- Explore New technologies in DS/AI/ML
Functional competency:
- Machine Learning Model Development
- Machine Learning Model Deployment.
- Python Coding
- Deep Learning
- Documentation
- Process adherence
Behavioral competency:
- Strong Communication in Respective with ML model
- Ability to converse between functional and nonfunctional
- Cross-functional
