Abhinav Sharma

Senior Customer Experience and Aftersales leader with 12 years across India's largest passenger vehicle OEM - Maruti Suzuki India Limited (50%+ market share) and Hyundai Motors India.

Operated at OEM level: governing service operations across 235 dealer touchpoints, building CRM platforms, tracking CSI/NPS and complaint resolution, deploying AI estimating tools, and driving aftersales revenue growth across 70 outlets. Held JD Power CSI Rank #1 at Hyundai for two consecutive years. SSQS Bronze certified by Suzuki Motor Corporation Japan - the first person at MSIL nationally to receive it.

Now based in Dubai and completing an MBA at Curtin University (November 2026), actively seeking a regional aftersales or customer experience leadership role in the UAE. Brings directly transferable OEM-level expertise in multi-site operations, dealer network governance, P&L management, and CRM platform development.

Manager - Service Operations, Customer Experience & Data Advisory at Maruti Suzuki India Limited (MSIL) (2021-08 – Present)

Responsible for service operations and CX performance across 235 dealer touchpoints at OEM level: NPS, CSI, first-fix rate, complaint TAT, and dealer-customer connect rate. Managed regional OPEX/CAPEX budgets and ran improvement programmes across 70 outlets.

• Star Performer 2025 | Highest MASS-NEXA outlet count nationally | +12% load growth | +15% revenue growth
• Drove full development of DEXC (Dealer Experience Centre) - a CRM platform standardising how dealers contact, track, and resolve customer issues across the entire network. Led requirements, design workshops, and change adoption across 235 touchpoints.
• Connect rate 70% to 91% | Appointment attempts 12 to 5 | NPS sustained at 86/100 vs industry average 81
• Conceptualised Smart Eye AI estimating tool and Smart Paint. Wrote the business case, defined requirements, selected and managed the vendor through build and UAT, then led rollout across the full dealer network.
• +25% customer conversion uplift from service to bodyshop | Reduced dependency on estimator headcount
• Built a CLV analytics framework to identify at-risk and lapsed customers. Ran multichannel reactivation campaigns using service history, CRM records, and sales touchpoint data.
• 8,911 of 27,000 targeted lapsed customers reactivated (33%) | +31% bodyshop growth | +29% revenue growth
• Designed and launched fleet service packages (CDS and CVMS) along with bodyshop programmes tied to regional sales activity. Conducted structured P&L reviews with dealer partners to unlock CAPEX investment.
• 47 new outlet LOIs secured

Deputy Manager - Regional Training & Business Coordination at Maruti Suzuki India Limited (MSIL) (2016-06 – 2021-07)

Designed and delivered technical and service quality training across 23 dealerships. Managed a team of three trainers, owned the training budget, and ran quality audits. Became the first employee at MSIL nationally to earn SSQS Bronze Certification from Suzuki Motor Corporation Japan.

• Employee of the Quarter (3x) | Region ranked 3rd nationally
• Managed five dealerships as territory performance advisor - setting service load targets, designing incentive schemes, running KPI reviews, and conducting workshop audits.
• Territory Service Manager of the Year 2017 | Labour +35% | Load +23% | PMS load +21% | Revenue +16%

Assistant Manager - Area Parts & Service at Hyundai Motors India Limited (HMIL) (2014-03 – 2016-05)

Oversaw service operations and customer satisfaction across 8 dealerships and 29 workshops. Led full digitalisation of workshop processes: KIOSK check-in, live vehicle tracking, and tablet-based job cards across the territory.

• JD Power CSI Rank #1 - HMIL, two consecutive years | Crossland Hyundai scaled from 0 to 1,000 vehicles/month

Senior Executive - Plant Operations & Customer Care at Hyundai Motors India Limited (HMIL) (2013-07 – 2014-02)

Conceptualised a customer Reward Points and referral programme for Hyundai India - selected as best idea at HMIL Idea Hunt (1st Prize) and rolled out nationally. Created the DPI (Dealer Performance Index) tracker adopted across the country.

MBA in International Business – Curtin University (2026-11)

Bachelor of Engineering in Mechanical Engineering – VIT Vellore (2013)