Lead - Dealer Operation Excellence

TVS Motor; Ranchi, Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

TVS Motor leads the Dealer Operation Excellence initiative to uplift customer experience and retention across its dealer network in India. The role focuses on robust daily work management, data-driven problem solving, and structured people development.

Responsibilities include implementing SOPs, achieving Platinum/Gold QLQD scores, improving dealership upkeep via MDMR, and driving deployment of best practices through cluster forums.

Qualifications

• Experience in dealership operations and customer experience processes.
• Proficient with retail process SOPs and PDCA cycles.

Responsibilities

• 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 experience 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 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

Skills

People manager

Customer centricity

Rigor in execution

Tools

MS Excel

MS PowerPoint

Job description

Lead - Dealer Operation Excellence

Purpose of the role:

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 solvingBasic computer knowledge in MS xl & ppt

Behavioral competency

• People manager
• Customer centricity
• Rigor in execution