About the Role
We are seeking a dynamic Services Project Manager to lead after-sales service initiatives that drive customer satisfaction and service sales growth. This role involves managing cross-functional projects, ensuring service quality, analyzing customer trends, and promoting continuous improvement across the service function.
Key Responsibilities :
Project Leadership
- Plan, coordinate, and deliver after-sales service projects from initiation to completion.
- Collaborate with cross-functional teams (Operations, IT, Logistics, Customer Service) to ensure timely project execution.
- Drive project quality through structured testing, validation, and customer/end-user satisfaction checks.
Customer Experience & Service Quality
- Analyze customer satisfaction trends and feedback to identify gaps and improvement opportunities.
- Recommend process enhancements to improve service delivery, efficiency, and customer loyalty.
- Implement initiatives that deliver measurable improvements in customer experience.
Compliance & Auditing
- Conduct periodic internal audits of service processes, systems, and service locations.
- Identify non-conformities and lead corrective and preventive actions.
- Ensure compliance with company policies, internal standards, and regulatory requirements.
Continuous Improvement
- Track and report on service revenue growth, cost efficiency, and customer satisfaction KPIs.
- Provide insights and recommendations to management based on data analysis.
- Promote a culture of service excellence and accountability within the team.
Qualifications & Experience
- Bachelor's degree in Business Administration, Engineering, or related field.
- 5+ years of experience in project management, service operations, or quality management (preferably in consumer electronics, retail, or related industries).
- Proven track record in managing cross-functional projects and delivering measurable business results.
- Strong analytical skills with experience in customer data analysis and reporting.
- Familiarity with auditing practices, quality management systems, or process improvement methodologies (e.g., ISO, Six Sigma) is a plus.
Skills & Competencies
- Strong organizational and project management skills.
- Excellent communication and stakeholder management abilities.
- Customer-centric mindset with ability to translate insights into action.
- Problem-solving and decision-making skills.
- Attention to detail and commitment to quality.
- Proficiency in MS Office, project management tools, and data analysis software.
