Rohit Srivastava
Dynamic Customer Experience Thought Leader | Customer Experience (CX) & Digital Transformation Leader | Driving Strategic Innovation, Operational Excellence, and Business Growth
- Role
- National Head - Customer Experience at Bajaj Auto Ltd
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Rohit Srivastava
Enterprise Customer & Revenue Transformation Leader. I build and scale…
Experience
National Head - Customer Experience
Dec 2022 — Present · Pune, IN
Established Bajaj Auto\'s first Customer & Dealer Experience vertical to drive business and customer impact across the lifecycle for premium/sports bike portfolios, including Triumph, KTM, and Husqvarna. Spearheaded the adoption of a Digital-First approach across pre-sales, sales, and post-sales processes for Dealer and Customer lifecycles, ensuring seamless and impactful journeys. Played a critical role in the core leadership team for new bike launches, managing ‘phygital’ strategies and execution across nationwide networks. Partnered with European counterparts to build co-creative marketing and CX capabilities for digital-driven Go-To-Market (GTM) strategies. Led the implementation of Bajaj Auto’s first SaaS/Cloud-based mobile and web applications, streamlining pan-country sales enablement and skill development programs. Developed structured liaison mechanisms with agencies, tech partners, and creative consultants to enhance Digital Knowledge & Delivery capabilities. Delivered measurable business impact through People Capability & Development initiatives, establishing it as a strategic driver for sales network performance. Designed and executed sales gradation and engagement programs to improve network performance and boost overall sales effectiveness. Oversaw national Customer Care operations, driving end-to-end inner and outer-loop closures while optimizing issue resolution. Acted as the national custodian for NPS operations, retail audits, and governance, ensuring actionable insights and meeting strategic targets. Owned the design and delivery of customer showroom experiences, tailored to diverse customer and product segments. Enabled the Probiking Retail network with digital and non-digital enablers, ensuring readiness for sustained growth and evolving customer demands. Specialties: CX Thought & Execution Leader, Customer-Centric Digital Transformation, Digital-First Enterprise & Customer Solutions, Phygital product/service journeys.
Skills
- Strategic Planning
- Consumer Behaviour
- Market Research
- Employee Engagement
- Customer Satisfaction
- Market Analysis
- Program Management
- Consulting
- Customer Insight
- Marketing Strategy
- Vendor Management
- Consumer Behavior
- Marketing
- Competitive Analysis
- Customer Experience
- Market Intelligence
- Consumer Insights
- Analytics
- Management Consulting
- Customer Engagement
- Strategy
- Team Management
- Segmentation
- Management
- Business Analysis
- Crm
- Customer Relationship Management (Crm)
- Telecommunications
- Product Development
- Organizational Effectiveness
- Customer Retention
- Marketing Research
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