Responsible for Customer Satisfaction, Customer Voice Management, Aftersales Business Dealer Operation and profitability for the assigned area (Chandigarh) Management of Dealer.
PRINCIPLE ACCOUNTABILITIES
EXPECTED END RESULTS
MAJOR ACTIVITIES
Aftersales Revenue
PMD includes Aftersales revenues (retail level at dealer or at wholesale level to dealer)
Identify prospects and performance gaps on an outlet level related to key NSC revenue initiatives such as Express Service, Service Contracts, tire program, CRM, etc
Review Dealer and Service Advisor performance in terms of retention and sales per unit received - including analysis for Lost customers activities
Review Parts wholesale opportunities, IRF Commodities business
. Review dealer appointments ensuring healthy appointment ratio to ensure workshop balance
Works with dealer sales personnel to ensure dealer meets accessory sales targets and Accessory business promotion
Provide forecast of month-end and future Parts sale per assigned dealers
Support in the development of outlet level annual business plans including periodic reviews on progress (PDCA)
Monitor Dispersion Management on KPI performance
Increase Network expansion in Tier 3 / Tier 4 as per DND plan
Marketing
Explains NSC s Aftersales related marketing communication program
Review outlet service marketing plans including advertising spend as well as assess the effectiveness of their efforts. Include reviewing dealer CRM program, service reminder calls, seasonal campaigns, and other related activities
Provide recommendations on recent cutting-edge ways to enhance service marketing efforts to increase customer retention
Support NSC in national efforts like annual roadside assistance program, trade shows, Aftersales display in motor shows, etc.
Incentive
Support NSC Aftersales leadership to develop incentive programs to meet revenue and CSI targets. Als
📌 Manager, Aftersales Chennai (India)
🏢 Nissan Technical Centre
📍 India
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