Reise Moto
Website:
reisemoto.com
Job details:
ROLE OBJECTIVE
To serve as the central link between the Product, Sales, Marketing, Retail, and Customer Service teams by ensuring that all product-related information is accurate, well-structured, and consistently communicated. The role is responsible for training, product communication for new launches, and overseeing warranty claims as per company policy. This position plays a key role in enabling strong product understanding across the organisation and ensuring customers receive accurate product information and after-sales support.
KEY RESPONSIBILITIES
1. Product Training & Knowledge Development
- Conduct regular product training sessions for the Retail and Offline Sales teams to ensure complete understanding of product features, technology, materials, and usage.
- Develop training decks, videos, manuals, and other learning materials that simplify technical concepts for frontline staff.
- Design periodic knowledge assessments (quizzes, tests, practical evaluations) to measure training effectiveness and identify areas where staff need improvement.
- Visit offline dealer stores across the network to conduct on-ground training, refresh product knowledge, and introduce new product launches.
- Maintain a structured training calendar to ensure all stores and teams remain updated on product changes, new launches, and seasonal rollouts.
2. Product Communication (New Launches & Existing Products)
- Create detailed product talking points, unique selling propositions (USPs), and key feature explanations for every new product before launch.
- Draft and refine communication for product packaging, labels, hangtags, user manuals, installation guides, and in-store POS display materials.
- Provide the marketing team with accurate and complete product briefs for campaign planning, launch communication, website listings, and advertising content.
- Work closely with the social media team by providing product-specific inputs that help create informative and high-impact content for reels, posts, and educational campaigns.
- Prepare scripts or structured points for tutorial videos, feature walkthroughs, and retailer-facing explainer videos to support marketing and retail communication.
- Ensure that all internal teams receive the same, unified communication to avoid misinformation or conflicting descriptions.
3. Warranty Management & After-Sales Support
- Evaluate warranty claims submitted by the customer service team or retail network, ensuring each case is assessed strictly in line with the company's warranty policy.
- Approve valid claims and record the reasoning behind approvals or rejections to maintain a transparent audit trail.
- Work with the operations team to ensure timely processing of approved claims (replacement, repair, or credit note).
- Maintain a detailed warranty claim tracker that highlights product category, issue type, frequency, and resolution time.
- Identify recurring problems or manufacturing defects and escalate them to the Product Team to support future improvements and preventive actions.
4. Cross-Functional Product Communication Support
- Serve as the primary product knowledge resource for Sales, Marketing, Retail, and Customer Service teams.
- Maintain updated internal documents such as product spec sheets, FAQs, comparison charts, fit guides, and usage instructions.
- Ensure that every department has access to accurate information about product updates, feature revisions, pricing changes, and new launches.
- Support internal product briefings and dealer meetings by preparing structured presentation content and product highlight notes.
SKILLS & QUALIFICATIONS
Must Have
- Proven ability to design and deliver engaging training programmes, workshops, or learning sessions — in-person and/or remote.
- Strong document writing and content development skills — able to produce clear, structured training decks, manuals, scripts, and product briefs.
- Excellent verbal communication and presentation skills; comfortable training frontline retail staff as well as presenting in dealer or internal meetings.
- Highly organised with the ability to manage a training calendar, track warranty claims, and maintain multiple live documents simultaneously.
- Analytical mindset — able to spot patterns in warranty data, assessment results, and feedback to drive improvements.
- Collaborative team player who can work across Product, Marketing, Sales, and Customer Service without friction.
Good to Have
- Familiarity with motorcycle riding gear, accessories, or the broader powersports/outdoor equipment industry.
- Experience working with retail dealer networks or distributor training programmes.
- Exposure to e-learning tools, LMS platforms, or video-based training content creation.
- Understanding of basic warranty policy structures and after-sales processes.
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