Service Marketing Manager

Job Purpose -

• Engage Kohler customers and prospects and enmesh deeper in their homes and lives (move from bathrooms to kitchens, bedrooms, and common areas) through relevant categories.
• Plan for customer retention and create opportunities to cross sell and upsell.
• Bring methods, processes, calendarize and create KPIs to track various sales enabling and confidence building activities like plumber training, service camps etc.
• Present service as a differentiator, create stories/highlights and be embedded in regular Kohler content calendar.
• The incumbent shall be SPOC for the service function for all commercial functions (Sales, Channel Marketing, Product, and Field service teams)
  

Roles & Responsibilities

• Knowledge Management: Category specific knowledge to be sorted and organized in a repository for easy retrieval and dissemination. This shall include:
• Regular products
• Bathroom configurations
• Training Manuals
• Build Kohler Care: Logically organize all service offerings under the Umbrella of Kohler Care.
• Create verticals under Kohler Care
• Accompanying Elements: Pages on Kohler.co.in. Look, feel and attire of the service agents.
  

Customer Outreach Program:

• The outreach programs include:
• Plumber trainings
• Service Camps
• Specific Demos on need base for B2B Kohler Key Accounts
  

Service Specific Communication:

• Finalizing content strategy for service vertical in line with the entire repositioning plan of the service vertical.
• Create content calendar for social postings (organic/paid)
• Integrate relevant content in Kohler Catalogue
• Finalise service Branding elements across Kohler Dealers/Stores
  

Post Sales CRM (Customer Retention Marketing)

• Create relevant customer clusters from the existing Kohler customer database. The customer clusters shall include Arch/ID, Retail, and B2B customers.
• Create a by-segment customer engagement plan.
• The plan to include:
• Strategies to cross and upsell. Exploit opportunities in the renovation market with existing Kohler customers and prospects.
• Finish the pilot and build up the Customer Engagement platform ‘Renew plus plan’ to be deployed across channels – Online D2C, Kohler dealers.
  

Skills And Knowledge

• Should have 6-8 years of relevant experience.
• Should have managed:
• Service Marketing
• Product marketing (Ideation to commercialization)
• Customer acquisition through multi-channel activations (Online + Offline).
• Should have done at least two out of the three roles mentioned above.
• Background in Quick Commerce (Zepto, Blinkit), Daily Grocery delivery services (Big basket, Milk Basket etc.), Customer Service/Acquisition in digital first brands (Noise, Boat etc.)