Sunil Kumar Jha Email and Phone Number

Custodian for Consumer Experience globally with an annual turnover of INR 11500 Crores.Leadership and Strategy:• Develop and execute the overall customer service strategy in alignment with the company’s objectives and growth targets.• Provide leadership to the Customer Service team, setting clear goals, priorities, and performance expectations.• Foster a customer-centric culture within the organization, emphasizing the importance of customer experience across all… Show more Custodian for Consumer Experience globally with an annual turnover of INR 11500 Crores.Leadership and Strategy:• Develop and execute the overall customer service strategy in alignment with the company’s objectives and growth targets.• Provide leadership to the Customer Service team, setting clear goals, priorities, and performance expectations.• Foster a customer-centric culture within the organization, emphasizing the importance of customer experience across all departments.Team Management:• Build and manage a high performing Customer Service team, including managers and individual contributors.• Recruit, train, mentor, and motivate team members to achieve their full potential.• Establish performance metrics and KPIs, regularly reviewing and analyzing team performance to drive continuous improvement.Customer Service Operations:• Define and implement scalable customer service processes, ensuring efficient and effective delivery of customer support, onboarding, training, adoption, and renewal.• Develop and maintain a deep understanding of customer’s needs, pain points, and desired outcomes, leveraging this knowledge to enhance the overall customer experience.• Collaborate with cross-functional teams, including Sales & Marketing, Product Management, Quality Assurance, Research & Development, to align customer service efforts with business objectives. Show less

Customer Service Leader for Ceat Tyres in India (National Service Head)

Responsible for field management of Customer Service function across all product categories.1. Product Life Cycle Management2. Customer Acquisition, Retention, Key Account Management3. Service Policy Formulation & Implementation4. Sales Technical Support5. People Management & Development6. Product & Technical Training7. Strategic Projects

Responsible for field management of Customer Service function across all product categories

Responsible for CV category (H&MCV, LCV, SCV segments), pan India market.1. Conceptualise, design & implement the service initiatives for CV customers2. An interface between field team and R&D to ensure product leadership in market3. Develop and strengthen the Service Support Network (360-degree model)4. Design, develop & equip field team with new generation tools for effective demand generation5. Responsible for Customer Management, Customer Service, Demand Generation… Show more Responsible for CV category (H&MCV, LCV, SCV segments), pan India market.1. Conceptualise, design & implement the service initiatives for CV customers2. An interface between field team and R&D to ensure product leadership in market3. Develop and strengthen the Service Support Network (360-degree model)4. Design, develop & equip field team with new generation tools for effective demand generation5. Responsible for Customer Management, Customer Service, Demand Generation activities6. Product & Service training - Knowledge empowerment Show less

Based at Head Office, Gurgaon1. Market Intelligence – Competitor’s business approach, Price grid and positioning, Competitors product performance, New Tyre introduction etc.2. Reports Analysis – TBR Sales trend, TBR Claim Return, TBR dealers’ performance3. Training, Development & Deployment – Training to field sales, technical & TBR team4. Team Management – Handling a team of 40 Engineers (TBR Business Consultants)5. Sales Planning & Projection – Monthly TBR demand planning,… Show more Based at Head Office, Gurgaon1. Market Intelligence – Competitor’s business approach, Price grid and positioning, Competitors product performance, New Tyre introduction etc.2. Reports Analysis – TBR Sales trend, TBR Claim Return, TBR dealers’ performance3. Training, Development & Deployment – Training to field sales, technical & TBR team4. Team Management – Handling a team of 40 Engineers (TBR Business Consultants)5. Sales Planning & Projection – Monthly TBR demand planning, Sales tracker, Annual budgeting6. Marketing Support & Initiatives – To build an iconic brand and achieve perceptual leadership7. Technical Support & Initiatives – To achieve performance and perceptual leadership8. An interface between Corporate Technology & Field team to establish the product category Show less

Responsible for Delhi and parts of Haryana & UP markets.1. Demand generation for TBR tyres by following the Customer Acquisition Process (CAP)2. Prospect and select the suitable customers and dealers for Apollo TBR sales and fitment3. Training to End users / Dealers / Retreaders / Drivers / Tyre Fitters etc4. Product Evaluation & MIS Reporting5. Support in achieving TBR sales target

1. Performance evaluation and testing of tyres strictly as per the HO guidelines2. Fleet adoption / Customer conversion3. Conduct sales promotional activities like organised consumer campaigns, training etc4. Claim settlement as per policy and meeting the rejected claim customers

Cummins Auto Services Ltd, a US MNC and a subsidiary unit of M/s Cummins India Ltd (a world leader in diesel engines manufacturing). Based at Suraksha Stop Gurgaon.1. Ensuring proper maintenance of vehicles (Truck & Bus) at shop floor2. Job card opening & closing, Customer’s complaint redressal & Training to shop floor staffs3. Led the operational team of Apollo Tyres Suraksha Point (ATSP) to provide preventive maintenance for truck bus tyres to achieve lower CPKM (Cost per… Show more Cummins Auto Services Ltd, a US MNC and a subsidiary unit of M/s Cummins India Ltd (a world leader in diesel engines manufacturing). Based at Suraksha Stop Gurgaon.1. Ensuring proper maintenance of vehicles (Truck & Bus) at shop floor2. Job card opening & closing, Customer’s complaint redressal & Training to shop floor staffs3. Led the operational team of Apollo Tyres Suraksha Point (ATSP) to provide preventive maintenance for truck bus tyres to achieve lower CPKM (Cost per Km)4. ­Hands on various machines like Wheel Alignment, Wheel Balancing & Tyre Fitment etc.5. ­Root cause analysis & recommendations on defects/damages related to vehicles and tyres.6. ­To guide customers on the facts that help improvement in tyre life by deploying certain best practices in terms of quality services and strict monitoring. Show less