What: To enhance Customer satisfaction & Retention for fostering sustained business growth and profitability of our channel partners and company.
How: This would be done through robust daily work management, problem solving by leveraging digital platforms and fact based analysis and rigorous people development.
Role Description:
- Implement Retail Process / Success process SOPs around customer experience areas
- Achieve Platinum + Gold category QLQD score for Priority dealerships (Dealer Balance Scorecard)
- Improve upkeep of dealership (1S & 2S) through MDMR concept using Store management App.
- Develop TEI culture at the dealership to deliver customer experiece in every touch point and capture delight stories
- Ensure adequacy and competency of dealership staff (DSE & DSM)
- Sales team capability development through Project Goldmine / enquiry management system
- Drive usage of digital platforms for effective PDCA
- Ensure dealership staff (DSE & DSM) trained against skill based training plan
- Enable horizontal deployment of chosen best practices and customer delight events in all priority dealerships through cluster forums
- Undertake dealership visit to Develop a culture of structured PDCA meeting at the dealership to sustain performance and identify breakthrough actions.
- Conduct review & control at dealership along with TMs and feedbacking to dealership for improvement and action
Managing Points:
- Dealers achieving customer experience score (non-buyer NPS & buyer NPS)
- Achieve Platinum & Gold category score in QLQD
- DSE productivity improvement (DSEs with >30 retail / month)
- WOW moment and Best practice stories captured
- Develop DLs competency to adopt QC method of problem solving
Competencies:
Functional competency
- Dealership sales process and activities
- QC method of problem solving
- Basic computer knowledge in MS xl & ppt
Behavioral competency
- People manager
- Customer centricity
- Rigor in execution
📌 Lead - Dealer Operation Excellence (Bengaluru)
🏢 TVS Motor
📍 Bengaluru
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