Responsibilities & Key Deliverables

Train and Develop Dealer Manpower and Ensure Adherence to Processes in the designated State which is managed through the AO.Build Customer Satisfaction by focusing on Process Adherence.Review the Pre Sales, Post Sales Reports, Composite Sales Satisfaction Scores and Mystery Audit reports to identify the gaps in Process Adherence.Review the adherence to Sales Story and Test Drives.Review the adherence of Process Circulars and Guidelines - Conduct Root Cause Analysis/ANALYSE CUSTOMER VOICE to identify the factors impacting Customer Satisfaction.Validate the Composite Action Plan for Dealerships to ensure Process Adherence in partnership with ASM.Update the Dealerships and ASMs on changes in the Process and address doubts.With the beginning of Digitization, several processes will get impacted. The MFFT will play a key role in integrating these changes in the Dealership.Share any key insights from reports such as TB, Presales, and Composite Sales Satisfaction Scores with the respective Dealership and ASM - Coach the SSI Champion,



Delivery In - charge and Home Installation Executive on the various Sales Related Process Parameters.Concern Management/monitor and control in reducing concerns SSI events.Review of low performing dealers in terms of composite scores, proprietary scores, JDP syndicate scores and crusade RandR competition benchmarking for continuous process improvement activities CSAT improvement commercial vehicles.Develop Dealer Manpower.Identification of Training and Development Needs for the Dealership Manpower (Both Functional and Leadership.Create the Training Calendar for the month by evaluating needs from the MILE Portal, Dealership Requirements and Area Office Inputs.Create the plan for the Retainer Trainer to cover the Trainings as per the Calendar.Review the coverage on a monthly basis. The plan should adhere to the Accepted Budgets - Guide the Retainer Trainer on the Training Calendar for the month. Review Utiliza

📌 Manager - Field Force Transformation, Sales (Guwahati)
🏢 Mahindra & Mahindra
📍 Guwahati