Deputy Manager - After Sales - Automobiles

EXPECTED END RESULTS MAJOR ACTIVITIES -

1. Extended warranty performance - Map and track EW for a dealer network

- Develop the strategy for EW pen improvement (schemes, updation in a portal, circulation of updated potential customer list)

- Development/modification of EW offering as per business requirement for new models / existing models

- Day to day issues resolution regarding sales and EW claims

- Follow-ups with the field to understand concerns

- Field visit and hand holding for concerned dealers

- Map and track DC for the dealer network

- Develop a strategy for DC pen improvement (schemes, circulation of updated potential customer list)

- Development / modification of DC product as per business requirement for all models

- Work with IS IT to resolve portal integration issues for future DC claims

- Follow-ups with a field to understand concerns

- Field visit and handholding for concerned dealers

2. Loyal Customer Ratio

- Map and track loyal customer ratio for the entire network

- Prioritize dealers on the basis of low loyalty ratio

- Develop a strategy for improving loyal customer Ratio

- Correction of service Due date in DMS

- Track service due vs done across the network

- Customer database correction

3. Lost Customer recovery

- Track lost customer recovery for dealers

- Develop the strategy to recover lost customers (LC camps, portal updation, calling strategy)

- Database correction

- CRM schemes for LCR

4. Campaigns

- Conduct HWN and Regional camps for Nissan service branding and customer retention

- Budgeting for the camp

- Theme and focus finalization for the camp

- Finalization of offers

- Work with Marcomm to develop POSM

- Work with RNPO to get PO

- Coordinate with an agency for designing, production, and supply of POSM, gifts etc

- Cross-functional working with Marcomm, corp comm. and finance for launch activities.

- Targets for the camp

- Resolution of on ground issues for the camp

- Camp reporting during and after camp

- Disbursement of payment for vendors and dealer for the camp

5. After sales Branding - All kind of branding related activity for AS centrally and at dealerships (LPB, JPCB, EW creatives, DC creatives, other function's creatives)

- Standardization of display material at workshops in line with NMIPL branding guidelines

- Budgeting and designing the activity

- Finalization of elements and specs

- Vendor finalization and PO

- Work with an agency for production and dispatch of material

- Coordinate with the field to install the material