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 Ranchi (India)
🏢 TVS Motor
📍 India
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