Rakesh Naru

About Rakesh Naru

With 20+ years of leadership in After-Sales Service, Customer Experience, and Business Development across premier automotive brands like Tata Motors, Jaguar Land Rover, Hyundai, and Hero Honda, I specialize in transforming service operations into performance powerhouses. From driving national initiatives to pioneering patented innovations, my mission has been consistent—create value, enhance customer delight, and lead with impact.Currently spearheading Body & Paint operations across dealerships at Tata Motors, I lead high-impact programs focusing strategically on revenue growth (INR 1500 Cr+), training revitalization, AI-driven estimation tools, and sustainability adoption. My leadership helped revive dormant functions, set benchmarks in process innovation, and improve CSI metrics exponentially.At Jaguar Land Rover, I shaped luxury service norms nationally, scaled accessory sales by 60%, and turned challenges like the Chennai floods into opportunities for customer trust and referral growth. I’ve held regional and national leadership roles, successfully managing everything from parts profitability and warranty cost control to customer segmentation and retention.My journey is backed by a Ph.D. in Management, an MBA, a B.Tech in Industrial Production, and certifications from global institutions including Cornell. I’m also a published researcher in the luxury car domain, recognized for insights into trust and commitment in after-sales service.Whether building model body shops from scratch, leading cross-functional teams, or launching patented tools, I bring strategic clarity, operational excellence, and relentless energy to every challenge. I thrive at the intersection of innovation, customer experience, and business transformation—and I’m passionate about shaping what’s next in automotive service excellence.Let’s connect if you’re as driven about transforming customer experiences and unlocking new value in automotive ecosystems.Key Skills: After Sales Management, Body Shop Operations, Training & Development, Dealer Network Management, Customer Experience.

Experience

1. Deputy General Manager Customer Care

   Tata Motors

   Jan 2025 — Present · Mumbai, IN

   As Head of Training, Development & BodyShop - After Sales Operations at Tata Motors, I lead the Body and Paint Business, driving workshop process optimization and enabling dealership profitability through strategic training initiatives.Leading Body & Paint (B&P) business operations across the national dealer network, with a focus on enhancing revenue, efficiency, and customer satisfaction.Driving after-sales workshop process excellence and standardization across dealerships.Strategically increasing parts sales via body shop repairs and BTST (Back-to-Stock-to-Territory) initiatives.Spearheading end-to-end training and skill development programs for dealer manpower across India.Designing and approving workshop layouts and infrastructure for new Body & Paint facilities.Managing vendor evaluation, selection, and coordination to support robust after-sales operations.Improving dealership profitability through optimized B&P operations and strategic process interventions.Conducting regular audits of Body Shop processes and implementing corrective actions via regional/zonal reviews.Overseeing nationwide training center operations and performance to ensure consistent manpower capability enhancement.Leading development of training content, certification programs, and skill-based assessments to uplift operational standards.After Sales Management, Body Shop Operations, Dealer Network Development, Vendor Management, Training & Development

Education

• Maharashtra Institute of Technology Aurangabad

  Bachelor of Engineering (B.Eng.), Production/Industrial; Marketing

  1997 — 2001

• Symbiosis Institute of Management Studies

  PGDBM (M.B.A), Marketing

  2005 — 2007

• Institution of Engineers of India (IEI), Kolkata

  Chartered Engineer, Production engineering

  2015 — 2016

• Cornell University

  Associate's degree, Business Administration and Management, General

• UPES

  Doctor of Philosophy - PhD, Customer experience and consumer insights in Luxury car segment.

Skills

• Automotive Aftermarket
• Team Leadership
• Human Resources
• Competitive Analysis
• Negotiation
• Field Service
• Sales Operations
• Key Account Management
• Revenue Growth Generation
• Marketing
• Continuous Improvement
• Team Management
• Business Development
• Parts
• Customer Satisfaction
• Training
• New Business Development
• Engineering
• Process Enhancements
• Branding
• Sourcing
• Sales Management
• Crm
• Services Marketing
• Business Relationship Management
• After-Sales Supervision
• Dealer Management
• Business Strategy
• Marketing Strategy
• Service Operations Management
• Talent Acquisition
• Dealership Profitability
• Recruiting
• Process Mapping
• Competitor Evaluation
• Lean Manufacturing
• Management
• Team Building
• Product Development
• Operations Management