Chief Manager - Dealer Experience - Consumer Durable

Position Title - Chief Manager - Dealer Experience

Department - Marketing & CRM

Location - Chennai

Reporting to - Head Marketing & CRM

Job Purpose:

1. Establish and Enhance Omni Channel Experience for our dealers & Channels

2. Design and execute CRM/DRM programs to increase customer stickiness

3. Channel / Dealer helpdesk support

Key Responsibilities:

a) Omni Channel Experience for dealers and channel partners

- Develop multiple touch points for channels and dealers (digital, telephonic and offline)

- This will include the entire landscape of putting inbound / outbound / IVR solutions in place to manage Queries / Responses/ Feedbacks and Complaints

- Ensure best-in-class IT infrastructure and resourcing for all touch points - Liaise with IT team and Customer Service / Operations team to ensure all channels are manned and trained properly on objection handling , FAQs etc.

- Managing UX / UI and deliverables of these channels in terms of response rates and resolution rates

- Provide best in class self - service to key stakeholders

- Ensure that frequently used services and queries are managed easily by stakeholders themselves through portals / apps / chatbots landscape

- In branch / dealership experience Standardization

- Work with Brand Manager to ensure adherence to brand guidelines

b) Dealer / Channel Engagement programs :

- Develop and execute communication and engagement programs with channels and dealers

- The candidate will be tracking CLTV and designing programs that improve Retention, Repeat and Referral rates. This will require candidate to provide business fulfillment team with a leads pipeline

- The candidate will be tracking the dealer / channel performance and design programs accordingly, provide nudges to improve the engagement as well as business performance

c) Channel / Dealer Helpdesk support

- Designing the process

- Adherence of SOPs to COPC standards

- Liaise with research & service team for process improvements projects

Job Requirements:

Qualification - MBA (Tier I/II Bschool)

Experinece - 8-10 years of prior experience in the field of dealer / channel experience, dealer engagement or marketing

Functional Competencies:

- Challenge all processes that impact our dealer/channel receiving the best possible experience

- Well versed in effectively interacting with internal and external customers to identify and process their requirements

- Proven ability to interact with stakeholders and ensure a positive Omni channel experience