AMIT PAHWA
Gurgaon
Summary
Dynamic customer engagement leader with a proven track record at Hero MotoCorp, excelling in NPS and CSAT analysis. Expert in funnel management and conversion optimization, driving significant improvements in dealer performance. Adept at problem-solving and implementing innovative strategies to enhance customer experience and operational efficiency.
Overview
17
17
years of professional experience
Work History
Manager – Customer Engagement
Hero MotoCorp
Gurgaon
02.2025 - Current
- Lead end-to-end CSAT & NPS governance across dealer interaction, test ride, delivery, and service.
- Designed and rolled out survey frameworks; drive dealer-level action plans.
- Built lifecycle-based digital journeys using CDP & WhatsApp.
- Developed Power BI dashboards integrated with Adobe Analytics.
- Supported funnel improvement, test ride pilots, and lead propensity modeling.
- Harley-Davidson Business Unit
Deputy Manager – CRM
Royal Enfield
Gurgaon
04.2020 - 01.2025
- Owned online lead funnel analytics to enhance conversion performance.
- Monitored lead turnaround time, source-wise conversion rates, and dealer CRM adherence.
- Managed projects for call analytics and quality monitoring initiatives.
- Drove process automation and built CRM capabilities for improved efficiency.
- Oversaw vendor management and provided business support for MS Dynamics 365.
Assistant Manager
Royal Enfield
Gurgaon
02.2018 - 03.2020
- Improved dealership data quality and CX governance.
- Managed customer complaints within SLA with RCA.
- Custodian of Instant Customer Feedback initiative.
- Monthly CX insights and leadership reporting.
- Eicher Motors Limited
Manager – Quality (Process)
Benchmark Cars
Indore
12.2014 - 01.2018
- Ensured Mercedes-Benz global process compliance.
- Managed retail & wholesale planning, claims, inventory, and RTO operations.
- Mercedes-Benz
Manager – Boutique & Quality
Benchmark Cars
Ahmedabad
02.2011 - 01.2014
- Directed retail promotions for accessories and collections to enhance customer engagement.
- Ensured quality during new car deliveries, maintaining high standards of service.
- Coordinated promotional events to drive sales and brand awareness.
Management Trainee
Mercedes-Benz India Pvt. Ltd.
Pune
03.2009 - 04.2010
- Dealer support for accessories and promotions.
- Performance monitoring against targets.
Education
Post Graduate Certificate - Retail Business Management
MIT College of Management
Pune01.2009
Bachelor of Engineering - Electronics & Communication
RGPV University
Indore01.2006
Skills
- Customer experience and engagement strategy
- NPS and CSAT analysis
- Funnel management and conversion optimization
- Dealer process audits
- Call analytics expertise
- Customer feedback governance
- Problem solving
Languages
- Hindi
- Gujarati
- English
Awards Recognition
- Bigger responsibility as I moved to the corporate office from the regional office within six months, Royal Enfield
- All-Rounder of the Year 2016 – Benchmark Cars
- Gold medalist and best outgoing student – MIT College of Management
Languages
English
Advanced (C1)
C1
Hindi
Native
Native
Gujarati
Intermediate (B1)
B1
Timeline
Manager – Customer Engagement
Hero MotoCorp
02.2025 - Current
Deputy Manager – CRM
Royal Enfield
04.2020 - 01.2025
Assistant Manager
Royal Enfield
02.2018 - 03.2020
Manager – Quality (Process)
Benchmark Cars
12.2014 - 01.2018
Manager – Boutique & Quality
Benchmark Cars
02.2011 - 01.2014
Management Trainee
Mercedes-Benz India Pvt. Ltd.
03.2009 - 04.2010
Post Graduate Certificate - Retail Business Management
MIT College of Management
Bachelor of Engineering - Electronics & Communication
RGPV University