Sr. Manager – Customer Services Dealer Business and Process Specialist

Mercedes-Benz Group; Pune District; On-site; INR 900,000 - 1,600,000; Full time

Job summary

Mercedes-Benz Group in Pune, India is seeking a Dealer Performance Manager to drive dealer performance, ensure process adherence, and optimize operations across the dealer network. The role collaborates with dealership teams to enhance sales, customer satisfaction, and retail efficiency, lead projects, and coordinate efforts to align with strategic goals.

5–8 years in automotive sales or dealership mgmt preferred.

Qualifications

• MBA or related field required.
• 5–8 years in automotive sales or dealership management.
• Experience leading and coordinating teams; project management experience.

Responsibilities

• Monitor and analyze dealer performance metrics and provide actionable insights.
• Ensure dealers adhere to established processes and standards, identify improvements.
• Conduct training sessions for dealer staff on sales, service, and operations.
• Collaborate with dealers to enhance customer experience and premium journey.
• Prepare regular reports on dealer performance, process adherence, and customer feedback.

Skills

Analytical skills

Communication

Independent working

Organizational skills

Project management

Team leadership

Education

MBA or related field

Job description

Aufgaben

Job Summary:

The roleholder will be responsible for driving dealer performance, ensuring adherence to business processes, and optimizing dealer operations. This role involves close collaboration with dealership teams to enhance sales, customer satisfaction, and operational efficiency. Additionally, the Customer Executive will drive and coordinate efforts among all team members to steer the overall retail business towards achieving strategic goals.

Key Responsibilities:

• Dealer Performance Management:Monitor and analyze dealer performance metrics, providing actionable insights to improve sales and service outcomes.
• Process Optimization:Ensure dealers adhere to established business processes and standards, identifying areas for improvement and implementing best practices.
• Training and Development:Conduct training sessions for dealer staff on sales techniques, customer service, and operational procedures.
• Customer Experience:Work with dealers to enhance the customer journey, ensuring a premium experience at every touchpoint.
• Reporting and Analysis:Prepare regular reports on dealer performance, process adherence, and customer feedback, presenting findings to senior management.
• Relationship Management:Build and maintain strong relationships with dealer principals and key stakeholders, acting as the primary point of contact for all dealer-related matters.
• Compliance:Ensure all dealer activities comply with Mercedes-Benz policies, industry regulations, and legal requirements.
• Project Management:Lead and manage projects aimed at improving dealer operations and business processes, ensuring timely completion and alignment with strategic goals.
• Team Coordination:Drive and coordinate efforts among all team members to steer the overall retail business towards achieving strategic goals. Provide guidance and support to team members to ensure alignment and collaboration.

Skills:

• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Ability to work independently and as part of a team.
• Strong organizational and time management skills.
• Project management skills, including the ability to manage multiple projects simultaneously.
• Leadership and team coordination capabilities.

Competencies:

• Customer-focused mindset with a passion for delivering exceptional service.
• Ability to influence and motivate dealer teams.
• Strategic thinking and ability to implement tactical plans.
• High level of integrity and professionalism.
• Adaptability and resilience in a fast-paced environment.
• Strong leadership and team-building skills.

Qualifikationen

Education:

• Master's degree in Business Administration, Marketing, or a related field.

Experience:

• Minimum of 5-8 years of experience in automotive sales, dealership management, or a related field.
• Proven track record of driving business performance and process improvements.
• Experience in project management, including planning, execution, and monitoring.
• Prior experience in leading and coordinating team efforts is highly desirable.