Lead - Dealer Operation Excellence

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