Posted By
Posted in
Sales & Marketing
Job Code
987803
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
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Posted By
Posted in
Sales & Marketing
Job Code
987803