Role: Country Manager -Service Africa
Industry Type: Automobile
Department: Customer Success, Service & Operations
Employment Type: Full Time, Permanent
Role Category: After Sales Service & Repair
UG: B.Tech / B.E. in Any Specialization
PG: MBA/PGDM in Any Specialization
Purpose of the position / Position Summary
The Senior Manager Country Manager IB is responsible for driving Tata Motors Passenger Vehicle (PV) and Electric Vehicle (EV) business across key international markets. This role carries end-to-end accountability for the marketÆs commercial success, including full P&L ownership and overall business performance.
The incumbent will lead critical areas such as distributor relationship management, customer satisfaction enhancement (including repair turnaround time, field technical support, and complaint resolution), EV repair ecosystem readiness, and growth of the parts business.
With a strong focus on growth, profitability, and superior customer experience, the role ensures effective execution of commercial, and after-sales strategies aligned with the dynamics of International Business (IB) markets.
The position requires close coordination with internal cross-functional teams, including Customer Quality, Parts, and Warehouse operationsùalong with local distributors. The objective is to strengthen aftersales performance, enhance brand perception, and deliver sustainable customer quality while ensuring business profitability.
Dimensions of the position
This role carries end-to-end commercial accountability for International Business, with a clear mandate to drive customer care excellence and ensure sustainable profitability across markets.
The position owns revenue delivery for aftersales, while being responsible for improving turnaround time on quality concerns and ensuring parts availability. A key focus area includes market-specific business planning, robust forecasting, and demand alignment, executed in close coordination with central functions such as Parts, and Technical.
The role serves as the primary interface with distributor organizations, working closely with key stakeholders including the Head of Service, Parts Manager, Technical Manager, and Warranty Manager. It is responsible for driving alignment and execution across critical pillarsùparts sales growth, service performance, aftersales operations, warranty management, and adherence to brand and customer experience standards.
Success in this role requires a strong balance between strategic thinking and hands-on execution. It demands the ability to navigate diverse importer markets and competitive dynamics and proactively address customer expectations while ensuring consistent business performance.
Commercial Strategy & Delivery
- Define and drive commercial strategy for International Business (IB) to achieve aftersales, parts revenue, and profitability targets.
- Develop and execute annual operating plans and mid-term growth strategies aligned with Tata MotorsÆ global vision.
- Lead demand planning and forecasting (monthly/quarterly) to ensure supply alignment and market readiness.
P&L Ownership
- Own and manage end-to-end P&L for International Business, with a focus on aftersales performance and profitability.
Distributor & Channel Management
- Build and manage strong distributor relationships to ensure alignment on volumes, parts performance, and brand standards.
After-sales Operations & Execution
- Oversee aftersales planning, forecasting, ordering, and parts allocation in coordination with central teams.
- Drive service and warranty process audits to ensure compliance with Tata standards and improve customer satisfaction.
- Ensure readiness for new product launches (tools, training, manpower, parts availability).
- Enable training (technical and non-technical) with a strong focus on capability building.
Performance Monitoring & Governance
- Establish structured performance reviews with distributors and internal teams, track KPIs, and drive corrective actions.
Cross-functional Coordination
- Collaborate with internal teams (Parts, Logistics, Sales Operations, Customer Service) to ensure seamless execution and market performance.
2. Key actions and decisions (Long term and short term)
- Drive After Sales and Volume targets: Implement immediate commercial plans and distributor engagement to meet quarterly and annual After sales goals.
- Optimize supply chain coordination: Align internal processes for efficient warranty management, inventory control, and technical support.
- Stakeholder Engagement: Actively collaborate with cross-functional teams including Legal, Finance, P&SQ, vendor (TACO) and Plant for seamless operations.
- Strengthen Distributor Performance: Assess current distributor effectiveness, initiate corrective measures, and build stronger alignment on After sales and customer care standards.
- Sustain profitability and growth: Develop and execute strategies that ensure sustainable revenue growth and margin improvement across all international markets.
- Institutionalize Performance Management: Establish robust governance frameworks for ongoing market performance reviews, distributor evaluations, and risk mitigation.
- Drive Operational Excellence: Lead continuous improvement initiatives in After sales operations, and supply chain processes to increase efficiency and market responsiveness.