TVS Motor Company
Website:
tvsmotor.com
Company:
https://www.linkedin.com/company/tvs-motor-company
Seniority: Director
Industries: Automation Machinery Manufacturing, IT Services and IT Consulting, and Digital Accessibility Services
Job details:
The Role Mandate
We are seeking a Head of Product – Digital Platforms & Experiences to own, architect, and scale Norton’s global digital ecosystem spanning:
- Global Websites & Digital Commerce
- Norton Customer Mobile App Platform
- Dealer & Channel Partner Systems
- Customer Experience (CX), Service, and Support Platforms
- Enterprise Integrations (CRM, Commerce, Identity, Data)
Scope Clarification: This role owns the Norton App Platform and the end-to-end customer experience delivered through it. Core Connected Vehicle technology—including telematics hardware, embedded software, remote-command infrastructure, vehicle diagnostics algorithms, and OTA platforms—is owned by vehicle software engineering teams. This role drives how those underlying capabilities are integrated, packaged, and surfaced into intuitive, world-class app experiences for the owner.
The ideal leader combines the design sensitivity required for luxury consumer experiences with the high-velocity execution and scalability seen in top-tier consumer tech platforms (e.g., Google, Meta, Amazon, Swiggy, Zepto, Uber).
Key Responsibilities
1. Digital Strategy & Product Vision
- Define the global digital product vision across discovery, commerce, ownership, dealership, service, and brand engagement.
- Establish experience principles, design standards, and performance benchmarks appropriate for an ultra-premium global brand.
- Build a multi-year product roadmap aligned with Norton’s global expansion plans.
2. Norton App Platform & Connected Ownership Experience
- Own the global mobile application platform across customer onboarding, ownership, commerce, service scheduling, and engagement.
- Partner with Telematics, Vehicle SW, Cloud, and Cybersecurity teams to define how connected vehicle data (status, navigation, diagnostics, telemetry, remote features, OTA updates) is surfaced securely in-app.
- Translate complex underlying vehicle data into simple, reliable, and premium customer experiences.
3. Web, Commerce & Digital Engagement
- Own global web properties, market-specific portals, and high-conversion vehicle configurators.
- Drive digital commerce across motorcycles, merchandise, accessories, digital subscriptions, and premium brand experiences.
- Implement data-driven experimentation, personalization, analytics, and lifecycle marketing engine capabilities.
4. Dealer & Partner Platform Transformation
- Architect intuitive systems for dealers and partners to streamline lead management, vehicle configuration, inventory, quotations, delivery, and aftersales engagement.
- Provide partners with a unified, 360-degree view of the customer and vehicle to bridge online and physical showroom experiences seamlessly.
5. Integrated CX & Support Systems
- Deeply integrate digital touchpoints with Customer Support, Contact Centers, Roadside Assistance, and CRM systems.
- Establish a single customer identity and interaction history across channels, eliminating repetitive data entry for owners.
- Build high-touch digital self-service capabilities supported by immediate, high-quality human assistance.
6. Enterprise Architecture & System Integration
- Collaborate with enterprise technology teams to define API, event, data, and consent management frameworks across Salesforce, CRM, DMS, ERP, Payment, and Cloud systems.
- Eliminate fragmented customer journeys caused by functional or geographical silos while balancing speed with architectural scale and security.
7. Team Leadership & Business Outcomes
- Recruit, mentor, and lead an elite team of Product Managers, Product Designers, Researchers, and Product Operations leaders.
- Own Key Business Outcomes: CSAT/NPS, digital conversion rates, app engagement/retention, connected feature adoption, service retention, dealer productivity, and platform availability.
Candidate Profile
Experience & Qualifications
- 15+ years of digital product leadership experience building scale-grade consumer platforms or luxury/automotive digital products.
- Proven track record of launching and scaling high-velocity web/app consumer products with high UX standards.
- Strong technical acumen in platform architecture, APIs, customer data platforms (CDP), CRM, commerce, and enterprise integration.
- Demonstrated experience recruiting, developing, and leading high-performing product organizations.
- Education: Bachelor’s or Master’s in Computer Science, Engineering, Design, Business, or a related discipline.
Preferred Background
- High-Growth Consumer Tech (Primary Focus): Proven experience scaling consumer products in fast-paced tech environments such as Google, Amazon, Zepto, Swiggy, Flipkart, Uber, Zomato, PhonePe, CRED, Meesho, Razorpay, or similar digital-first companies.
- Premium / Luxury / Mobility (Secondary Plus): Experience with premium automotive/mobility brands (e.g., BMW, Ducati, Porsche, Triumph) or luxury consumer brands is advantageous. High-velocity tech execution remains the primary requirement.
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