Sanjeev Aggarwal
Jiddah
Summary
Senior Business Leader with 28+ years of cross-regional experience driving Business Excellence, Customer Experience (CX), and Digital Transformation across the Automotive After Sales and Retail sectors in India, Asia Pacific, and the Middle East. Proven track record of revitalizing underperforming businesses, building high-performing teams, and embedding customer-first cultures that drive profitability and recognition.
Expert in orchestrating large-scale transformations across service operations, parts logistics, dealer network development, customer retention, and after-sales marketing. Passionate about innovation, people development, and building sustainable competitive advantages through digitalization, strategic execution, and operational excellence.
Overview
33
33
years of professional experience
1
1
Certification
Work History
Director – CX Strategy, Business Excellence & Digital Transformation
Petromin Corporation
09.2020 - Current
- Led the transformation of the organization to deliver Business Excellence by implementing quality customer experience standards, resulting in improved customer retention
- Developed and automated business processes to enhance digitalization and improve customer satisfaction, leading to successful business development and people growth
- Revived Petromin Auto Care, leading it to profitability for the first time since inception through strategic business model changes and operational efficiencies
- Reignited growth at Tristar business, reversing stagnation and aligning the team with a renewed commercial and customer-first strategy
- Elevated Customer Satisfaction Index (CSI) from 60 to 94 at the largest multi-brand oil change network in the region, embedding a customer-centric culture across the organization
- Positioned the organization on the global CX stage, leading to: Representation and wins at International Customer Experience Awards and Gulf CX Awards Recognition across both international and regional CX platforms for innovation and excellence
Director After Sales – GCC & Med Region
Nissan Motor Corporation
02.2019 - 03.2020
- Led the delivery of After Sales Business and Profit for the region by implementing strategic management and business planning, resulting in improved customer satisfaction and increased profitability
- Generated revenue of 1.2 billion by optimizing after-sales strategies and enhancing service operations
- Managed operations across GCC (UAE, Oman, Kuwait, Qatar, Bahrain) and Med (Lebanon and Jordan) regions, enhancing regional service efficiency and customer retention
- Led a team of 20, fostering a collaborative environment that improved team performance and service delivery
- Oversaw service operations, parts business, customer retention, AS profit, parts logistics, AS marketing, and service/parts products, leading to increased operational efficiency and customer loyalty
- Enhanced the quality of the network by implementing the Fix It Right program, Express Service, and Dealer Assessment programs, leading to improved customer satisfaction and service efficiency
- Managed service products such as extended warranties and maintenance contracts, resulting in increased customer retention and satisfaction
Vice President - After Sales
Nissan Motor Corporation
04.2014 - 02.2019
- Achievement - A complete transformation of AS business - From red to good level of Profitability , Top tier in CSI, Parts, Accessories and retention
- Winner of Chairman award MC AMI for improvement in Parts operations in 1st year itself
- Full recovery of CSI, Dealer Trust, Profitable operation and set up new organisation
- Led the After Sales department for Nissan Group of India, overseeing operations for both Nissan and Datsun brands
- All After Sales Departments -
- 1) Service and Warranty (Field operation, Technical, Warranty, Network efficiency/Profitability, CSI, Fleet Management)
- 2) Service Part logistics (Nissan, Datsun, Renault, Exports for Nissan and Renault)
- 3) Accessories business planning and development of entire range of accessories
- 4) Business Planning and operations (Mid and short term business plan, new business development, customer retention programs like EW and Maintenance contract)
- 5) Parts Exports to Middle East, Europe, South Africa etc
Deputy General Manager - Strategy Planning (AP Region), CS Group
Toyota Motor Corporation
04.2012 - 04.2012
- 1) Enhancement of After Sales Operation through customer retention (CR): Leading a high-profile project to understand current operational gaps and future challenges in customer service operation in AP region
- Developed and led a task force team to create CR Health Card for each Toyota affiliates in AP region by studying various after service operation as well through strategic research of customer's in each country
- Developed mid-term strategic actions, to achieve improvement goals
- The project is first of its kind in Toyota and conceptualized from scratch
- Results: Establishment of overall model and framework for CR health card
- Expansion to all countries in AP region Identified potential customer leakage points and value chain market potential for Toyota Thailand Developed action plan for 2 pilot dealers in Bangkok to recover lost business opportunity of 91 Million THB
- 2) Enhancement of customer loyalty through delight: Leading initiative of enhancing market share by establishing processes and system for customer delight during after service experience
- Initiated development of more structured approach towards process of creating customer delight
- Results: Developed consensus among HQ, RHQ and distributor management for new and restructured approach
- Established approach and framework for identifying and prioritizing action areas for process enhancement
- Developed best practices by studying operations of affiliates and manufacturers, as well as other industry
- 3) CS Kaizen Evolution: Initiated project to accelerate kaizen activities, main pillar of Toyota Way, as well as to develop future leaders in after sales area in key 9 market of AP region
- Results: Achieved functional regional goals by successfully rolling out 27 strategic themes across 9 markets, with 27 leaders currently under development
DGM-Customer Service Division
Toyota Motor Corporation
11.2000 - 03.2012
- Conducted business strategy planning and analysis to assess revenue potential and identify new business opportunities, contributing to achieving planned targets
- Conceptualized and implemented service plans and policies, ensuring the accomplishment of business goals
- Analyzed CSI trends and tracked competitors' activities to realign actions, enhancing customer satisfaction
- Conceptualized customer retention strategies based on analysis of service operation loopholes and market dynamics, improving customer loyalty
- Led, mentored, and monitored team performance to ensure process efficiency and achievement of individual and group targets
- Created and maintained an engaging work environment by implementing strategic development programs, resulting in increased team motivation and performance
Assistant Manager
Daewoo Motor Corporation
04.1996 - 10.2000
- Contributed to the establishment of new dealerships and authorized service centers, enhancing customer accessibility and service quality
- Formulated and implemented service policies for dealers and service centers, improving operational efficiency and customer satisfaction
- Planned and implemented customer-friendly business practices at dealerships, leading to increased customer loyalty and retention
- Conceptualized and set up a call center, improving customer communication and support services
- Developed innovative customer care initiatives such as help line operations, educational booklets, and marketing newsletters, enhancing customer engagement and brand awareness
- Established a call centre at DMIL, enhancing customer service capabilities and improving response times
- Established new dealers and authorized service centres across the country, expanding market reach and improving service accessibility
- Organized mega events such as the Summer Holiday Contest, Daewoo Birthday, Matiz Anniversary Contests, and Free Checkup Camps, boosting brand visibility and customer engagement
- Collaborated with M/S KPMG to implement new marketing processes, improving operational efficiency and strategic alignment
- Executed the Co-branded Card Project, enhancing customer loyalty and creating new revenue streams
- Collaborated with petroleum companies like IOC and HPCL to establish a major partnership, enhancing business planning and strategy execution
- Led the 'Parivartan' initiative to shift dealer members' mindset towards quality and customer satisfaction, resulting in improved service standards and dealer engagement
Territory Manager
HINDUSTAN MOTORS LTD
08.1992 - 03.1996
- Assisted dealers in enhancing technical and operational capabilities by providing strategic business planning and management support, resulting in improved dealer performance
Education
MBA - Marketing
YMCA
Delhi, India05-1998
Bachelor of Science - Mechanical Engineering
Delhi College of Engineering
Delhi, India 05-1992
Skills
- Business Development
- Strategic planning
- Operational Excellence
- After-Sales Operations
- People management & development
- Digital Transformation
- Conflict resolution
- Parts Logistics & Supply Chain
- Cross-functional team leadership & collaboration
- Business Turnaround
- Effective leader
- Customer Experience (CX) Strategy
Accomplishments
- Turned around two major businesses: Led Petromin Auto Care to profitability for the first time since inception and reignited Tristar’s growth trajectory through strategic transformation and operational restructuring.
- Transformed CX culture: Improved CSI from 60 to 94 across the region’s largest multi-brand oil change network by embedding service excellence and frontline empowerment.
- Achieved global CX recognition: Spearheaded initiatives that led to international and regional accolades, including wins at the Gulf CX Awards and International CX Awards.
- Revitalized Nissan’s After Sales division in India: Drove full recovery in CSI, profitability, and dealer trust while enhancing parts, accessories, and retention performance—recognized with the Chairman Award MC AMI.
- Led APAC strategic CX initiatives at Toyota: Developed and deployed the Customer Retention Health Card across 9 markets, identifying and recovering a lost opportunity of 91M THB in pilot locations.
- Recognized thought leader and CX awards judge, keynote speaker, and recipient of accolades for after-sales leadership, parts optimization, and digital excellence.
Certification
Judge at the International Business Excellence Awards
Honors - Awards
- Toyota Business Practice - Instructor
- Best in After Sales for Parts suppliability
- Environment friendly warehouse
- Key note speaker and panelist
- Guest speaker at DMS, IIT DELHI
Timeline
Director – CX Strategy, Business Excellence & Digital Transformation
Petromin Corporation
09.2020 - Current
Director After Sales – GCC & Med Region
Nissan Motor Corporation
02.2019 - 03.2020
Vice President - After Sales
Nissan Motor Corporation
04.2014 - 02.2019
Deputy General Manager - Strategy Planning (AP Region), CS Group
Toyota Motor Corporation
04.2012 - 04.2012
DGM-Customer Service Division
Toyota Motor Corporation
11.2000 - 03.2012
Assistant Manager
Daewoo Motor Corporation
04.1996 - 10.2000
Territory Manager
HINDUSTAN MOTORS LTD
08.1992 - 03.1996
MBA - Marketing
YMCA
Bachelor of Science - Mechanical Engineering
Delhi College of Engineering
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