Senior Manager-Customer Care

Purpose of the Role

The role will be responsible for organizing, deploying and monitoring the service processes & customer care Initiatives; providing technical support and handle customer complaints at workshop in order to enhance customer satisfaction and dealer engagement within organizational policies and government/ statutory norms.

Job Responsibility

1. Contribution to planning:
Prepare and recommend action plans on vehicle retention and inflow growth
Audit, analyse and implement action plan on process improvement.
Design & Plan SLAs between channel partners and fleet customers

2. Key actions and decisions (Long term and Short term:
Inflow increase and Channel Partner satisfaction
Monitor status of pending claims of CP and seek approvals as required on payment release
Implement/ monitor and increase body shop conversions, productivity and new initiations
Execute and monitor of customer connect initiatives with CP
Service Process & Marketing Oversight
Monitor, analyse and act on improvement of service parameters.
Follow up with CP to ensure service marketing products targets achievement and distribution of dealer manpower incentive
Service Support Activities Management ( Technical Service Support, Spares & Training)
Contribute for JIR (Joint Investigation Report) for proper feedback to plant and complaint resolution
Coordinate with RPM for parts availability and monitor VOR% at Channel Partners
Check and authorize part failure claims.
Service Activity – Corporate & Fleet customers
Coordinate with various stakeholders on closure of escalated corporate and fleet customer complaints
Monitor availability of SPOCs, exclusive bays, at workshops related to fleet customers
Monitor Key service parameters of 12 fleet cities and suggest action plan with the field team

3. Nature of problems faced/ Scope of improvement opportunities:
Resolve all customer complaints in co-ordination with CP.
Escalate product concerns through DIR/CCIR. and communicate back to CP
Identify training gaps, nominate CP manpower for all courses and monitor certification status

Stakeholder Profiles & Nature of Interactions

Internal

Service Process
Auditing service process progress Review and updating critical customer complaint

Service Marketing
Track service marketing figures

Productivity
Updating report on workshop productivity

Body shop
Updating body shop progress

Spare Parts
Support for parts requirement on urgent basis.

SE&TS
Customer feedback on product performance and support for field on customer complaints. Warranty support, plant visit

ATC
Training requirement and conducting and on assessment/ Certification support.

Customer Experience
Customer Complaints update/ execution process and CUP 52 parameters and deployment

Legal
Communications on legal cases details & follow up.

External

Customer
Service Experience & product performance feedback from customers and responses from us.

Vendors
Support in field and specific cases

Dealers
Performance progress and concern areas

Suppliers
supplies / support in field for camps and schemes & support

Corporate and Fleet Customers
Regular connection with the customers to ensure customized service solutions.

Desired Candidate Profile

Minimum education qualification BE /B.Tech

Minimum experience requirement 5-6 year

Working knowledge requirement Experience working in an automobile industry, customer centric, provide technical support, complaint resolution

Skills & Competencies

Passion for customer – sustainably implements practices that meet customers’ needs and building productive alliances with customers / stakeholder

Post Graduate Sales Trainee-HCV Sales

Purpose of the Role

The role is responsible for driving sales of vehicles through sales volumes and market share and ensuring enhancing customer engagement in the assigned territory. It involves actively managing dealer relationships & driving demand, developing new business and achieving the territory sales targets.

Job Responsibility

1. Sales Planning:
Drives sales in the specified territory for a particular product line ensuring volume sales, market share growth and enhanced customer engagement in assigned territory
Plan and conduct monthly target setting including marketing activations at the dealerships in line with forecast/ estimated TIV and sales volume for the assigned territory
Coordinate with various partners and internal teams to drive customer engagement & sales. Plan and execute monthly activations and provide the necessary support to drive effectiveness while measuring outcomes of activities conducted
Ensure monthly and annual targets to be achieved in terms of retail sales and customer satisfaction levels as per Sales & Marketing plan.
Support state product manager in the conversion of mid-to-big sized deals when needed
Drive the conversion of C4T customers with assigned dealership into Tata Motors fold
Drive sales and share of business with key accounts customers
Drive value added sales in the assigned territory and seek support from sales teams on need basis

2. Review and Execution:
Conduct sales execution meeting on a monthly basis with dealers sales representatives and sales team to monitor performance and to set future action plan
Execute dealer wise and outlet wise performance to monitor sales pipeline and deploy action plan to different territories based on performance and potential
Review and monitor MIS of the following: Volume, Market Share, Activity Report, Retail tracker, C4T list and pipeline DSE
Ensure the execute of distribution of dealership target DSE wise and Micro Market wise
Provide product wise indent to RSMs as per the agreed schedule
Capture and review market intelligence through multiple sources, including voice of customer on product/services and regulatory requirements. Explore potential white spaces due to emerging customer expectations
Review and monitor dealers inventory and ensure that it stays at optimum level through proper forecasting
Provide inputs on existing product improvements/ development of new products and variants to create differentiation in the market
Work closely with state product managers to share market intelligence about the product on regular basis

3. Financial Management:
Monitor liquidation of stock at assigned dealerships to ensure timely payment by financiers and channelling of funds back into the system

4. People Management:
Drive manpower, infrastructure and processes at dealerships as per TML norms
Execute trainings for dealer sales team on pre-sales & sales processes, new product features / modifications etc.

Stakeholder Profiles & Nature of Interactions

Internal:

State Product Manager (Product Line), State Head
Update and seek support on sales and market share growth
Provide support, if and when necessary, in conversion of mid-to-big sized deals

Regional Sales Managers
Product, targeting setting for self and dealership, ATL activities

Regional Head SNM/ SNM Manager
Drive Manpower, infrastructure and processes at dealerships

Regional Head RCFI/ RCFI Manager
Ensure finance availability to dealers and customers

Desired Candidate Profile

Education : B.E/ B.Tech with relevant experience/ MBA in Sales & Marketing preferred.
Relevant Experience : 4 – 7 years.
Experience in Automobile Industry.
Experience in Sales & Marketing.