Lead - Dealer Operation Excellence - Bangalore

About the company -TVS Motor Company is a reputed two and three-wheeler manufacturer globally, championing progress through Mobility with a focus on sustainability. Rooted in our 100-year legacy of Trust, Value, and Passion for Customers and Exactness, we take pride in making internationally aspirational products of the highest quality through innovative and sustainable processes. The Company was started in 1979 as the flagship brand of TVS Group, which was founded by T.V. Sundaram lyengar. Under the persistence and diligent leadership of the Chairman Emeritus, Venu Srinivasan, the company has become the largest member of the TVS Group in terms of size and turnover. Prof Sir Ralf Dieter Speth, Chairman, TVS Motor Company and Sudarshan Venu, Managing Director, TVS Motor Company are forging a bright path for the future of the company.

Today, TVS Motor is present in 80+ countries and has over 50million happy customers in India. The Company also has strong socially responsible focus and supports the Srinivasan Services Trust to carry out numerous sustainable initiatives to positively contribute to the lives of communities across regions.

Group Company: TVS Motor Company

Lead - Dealer Operation Excellence

Purpose of the role:

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