Purpose of the Position
To ensure planned, consistent, and effective marketing communication for Tata Motors service centres by owning the strategy, creation, and deployment of service marketing campaigns, collaterals, and social media initiatives.
This role ensures that service-related communication is timely, on-brand, and uniformly executed across the network, strengthening visibility and sentiment of the service vertical.
In addition to driving service marketing communication, the role will work closely with the service teams to monitor key service performance parameters, identify noteworthy service initiatives, and convert operational excellence into compelling customer, media, and brand narratives.
The role will also ensure that the communication readiness of key model service centers for media, influencer, customer, and leadership engagements.
Service marketing and communication efforts will become inconsistent, while service achievements and performance improvements may not be effectively showcased to customers and stakeholders. Marketing activations, and customer engagement initiatives may lack coordination, resulting in reduced visibility of service excellence.
Dimensions of the Position
- Plan and execute service marketing campaigns and communication initiatives
- Define required collaterals and content for service centres and digital channels
- Ensure timely development and coordinate deployment of service marketing materials with the service team
- Coordinate with agencies, vendors, and internal teams for closure on service marketing assets
- Drive consistency of service communication across workshops and regions
- Track campaign performance and service-related social media sentiment
Personal Profile
Education B.E / B.Tech or MBA (Full Time)
Relevant Experience
- 8-10 years of experience in marketing communications, brand marketing, or service/retail marketing
- Experience working on multi-location or network-based marketing execution
- Exposure to social media content planning and tracking
- Prior experience in automotive, retail, or service-led organizations preferred.
Key Responsibility
1. Service Marketing Campaign Planning
- Plan annual and quarterly service marketing camaigns.
- Define campaign themes, messaging, and communication approach.
- Align service campaigns with brand and seasonal priorities.
2. Campaign & Content Development
- Define content requirements for service campaigns.
- Brief agencies and internal teams for creatives and content.
- Review and finalise communication assets.
3. Collateral Creation & Deployment
- Identify required service collaterals (POSM, workshop branding, leaflets, digital assets)
- Manage production and rollout across service centres.
- Ensure correct and timely deployment.
4. Social Media Initiatives Service
- VerticalPlan service-specific social media in itiatives.
- Coordinate with digital teams on content publishing.
- Track service-related conversations.
5. Agency & Vendor Coordination
- Manage creative, digital, and production agencies.
- Ensure adherence to timelines, budgets, and brand guidelines.
6. Tracking & Reporting
- Track performance of service marketing initiatives.
- Monitor reach, engagement.
- Share post-campaign reports and improvement recommendations.
7. Service Performance Monitoring & Narrative
- BuildingCoordinate service teams to track key service performance indicators across the network.
- Analyse service performance trends, and operational achievements.
- Identify noteworthy service success stories and convert them into marketing narratives, communication themes, customer stories, and PR opportunities.
- Develop periodic reports highlighting service achievements, best practices, and areas of differentiation.
8. Service Reputation & Advocacy
- DevelopmentBuild a pipeline of customer testimonials, service success stories, and workshop
- case studies.Partner with regional teams to identify customer advocates and positive service experiences.
- Support PR, digital, and social media teams with authentic service-led content.
- Promote service excellence initiatives through internal and external communication channels.