Deputy Manager, Aftersales - NMIPLConfidential • Gurugram, Gurgaon / Gurugram, India
Deputy Manager, Aftersales - NMIPL
Confidential • Gurugram, Gurgaon / Gurugram, India
27 days ago
Job descriptionAftersales Revenue PMD includes Aftersales revenues (retail level at dealer or at wholesale level to dealer) PCP monitoring, Dispersion management ratio Identify opportunities and performance gaps on an outlet level related to key NSC revenue initiatives such as Express Service, Service Contracts, tire program, CRM, etc... EW+DC Penetration Review Dealer and Service Advisor performance in terms of retention and sales per unit received - including analysis for Lost customers activities Loyalty ratio Sales / unit Review Parts wholesale opportunities Key Parts sales volume Review dealer appointments ensuring healthy appointment ratio to ensure workshop balance Service Absorption rate (SAR) Works with dealer sales personnel to ensure dealer meets accessory sales targets Accessories Offtake / NVS Provide forecast of month-end and future Parts sale per assigned dealers Parts sales volume Support in the development of outlet level annual business plans including periodic reviews on progress (PDCA) Monitor Dispersion Management Dispersion Management ratio Increase Network expansion in Tier 3 / Tier 4 (through MSV - Mobile Service Van) Marketing Explains NSC's Aftersales related marketing communication programmes Review outlet service marketing plans including advertising spend as well as assess the effectiveness of their efforts. Include reviewing dealer CRM program, service reminder calls, seasonal campaigns, and other related activities Provide recommendations on new & innovative ways to enhance service marketing efforts to increase customer retention Support NSC in national efforts like annual roadside assistance programme, trade shows, Aftersales display in motorshows, etc.... Incentives Support NSC Aftersales leadership to develop incentive programmes to meet revenue and CSI targets. Also responsible for cascading this program to the dealers. Help Service Manager to formulate local dealer incentive programmes to promote sales / UR, CSI, Accessory sales, Technician productivity, etc Parts Inventory management Review dealer inventory to ensure retails parts fill rate target is achieved Mechanical CLPV BP CLPV Assist dealer in tracking aging parts back orders Support dealer in part number information (use of systems, basic part number knowledge training, etc...) Business Management Service Absorption Ratio (SAR) Provide dealer management with benchmarking information in order to showcase potential P&L and Balance sheet related areas of improvement with monthly follow-up plan. Customer Satisfaction Review CSI scores (e.g. CS survey, Audit, Mystery shop) at an outlet & employee level to identify deficiencies and support the development of countermeasures, in order to ensure customer satisfaction and delight for all Customers OS-NPS (Overall Satisfaction Net Promoter Score) CPTV (Complaint per thousand vehicles) Address with management specific customer complaints to resolve quickly in compliance with ART ART (Average Resolution Time) Ensure quality closure of all complaints with complete customer satisfaction Explain to dealer latest recall campaign and technical service bulletins Provide Technical assistance to dealers for difficult repairs / diagnostics (long pending vehicles management) Clearance of Long Pending Vehicles (Mech., BP) Ensure dealers meet fix-it-right-first-time targets by reviewing dealer PDCA process SDD ratio (Same Day Delivery) FRFT ratio Conducts regular audit of warranty parts Provide field approval of warranty claims - has the authorisation to do - when required Ensure dealers clearly understands NSSW and AS-DOS and are compliant to the defined SOPs at the respective dealerships to minimise Customer's dissatisfaction and control Customer Complaints. SAMBHAV open action point result CPTV (Complaint per thousand vehicles) Facility Ensures dealers have enough work bay capacity to fulfil mid-term demand requirements Work with dealer to ensure sufficient Technician capacity in the short and mid-term Understand dealer agreements as it pertains to Aftersales, required performance and policy compliance for outlets Routinely document outlet performance via contact reports. Follow the requirements for minimum frequency of documentation as per the dealer performance management process in place Manage infrastructure renovation with DND support to align with DND Nissan policy Training Recruitment of dealership manpower as per the defined guidelines Qualification and experience of manpower as per NMIPL guidelines Ensuring manpower quantity per dealer position as per business requirement Staff quantity per dealer and position Conduct or support training of Aftersales personnel; monitor training status of outlet staff (training nomination, completion rate) Trained manpower ratio Ensure dealer Aftersales personnel complete requirement soft skill and technical training programs Conduct or support leadership coaching / training for Service Managers to maintain high performance and motivation in the teams Monitoring HR practices at dealerships to control attrition Attrition rate HR 9.2 Identify causes for high level of staff turnover and addresses issues with appropriate level of management Others Conduct periodic audits to ensure dealer complies to all NSSW, AS-DOS and 5S (Swachha Nissan activity) requirements RSPM Score Supports BPM dealer (Bottom Performance Management) improve its operations to gradate out of BPM program Act as a liaison between dealers and NSC to ensure two way communications and smooth operations 10.5 Deploy special initiative such as Nissan Customer Way (NCW) 10.6 Visit each of assigned dealer at least once per month - including visit preparation prior to the event and submission of dealer visit report after the visit. Prepare other regular Aftersales reports outside dealer contact reports Perform other task outside not defined in the checklist (ex. Vehicle Sale role)
5.1 Routinely review financial statements with dealer Aftersales management to monitor operation efficiency, increased profitability to support Aftersales absorption ratio, as well as compliance with company standards.
These SOPs are to be audited once in a quarter.
9.1 Monitor staff levels to ensure the appropriate number of staff is maintained & with compensation plans supporting manageable level of employee turnover
10.1 Maintain awareness of competitive dealership actions (Pricing, campaigns or network actions)
- EXPECTED END RESULTS
MAJOR ACTIVITIES
KPIs
Gurugram Haryana India
Skills Required
Dealer Management, Marketing Communication, Technical Assistance
Create a job alert for this search
Deputy Manager • Gurugram, Gurgaon / Gurugram, India
Related jobs
)
)
Nissan Renault Financial Services - Deputy Manager - Aftersales
NISSAN RENAULT FINANCIAL SERVICES INDIA PRIVATE LI • Gurugram, India
Routinely review financial statements with dealer Aftersales management to monitor operation efficiency, increased profitability to support Aftersales absorption ratio, as well as compliance with c...Show more
Last updated: 15 days ago • Promoted
Deputy Manager (Copier Sales)
Naini Papers • Gurugram, Haryana, India
We are seeking a high-performing and customer-focused professional to join our Sales & Marketing team.In this role, you will be responsible for achieving copier and office automation equipment sale...Show more
Last updated: 5 days ago • Promoted
Zonal Manager
Policybazaar.com • Gurugram, Haryana, India
Job Title : Zonal Manager Direct Sales.The Sales Zonal Manager is responsible for managing and overseeing a team of sales representatives, ensuring efficient operations, and achieving sales targets ...Show more
Last updated: 5 days ago • Promoted
Deputy Manager - Credit Underwriting
TrekW • Gurugram, India
This is a full time role with our client which is a global automobile org (for their captive finance arm).This position will be responsible for designing, reviewing, and implementing credit underwr...Show more
Last updated: 30+ days ago • Promoted
Deputy Manager-Central Bidding
Confidential • Gurugram, Gurgaon / Gurugram, India
ReNew is a leading decarbonization solutions provider and the first Indian clean energy company to list on Nasdaq (Nasdaq : RNW).
GW of commissioned and pipeline utility-scale projects, we are a glob...Show more
Last updated: 22 days ago • Promoted
Avery Dennison - Deputy Manager - Planning
Avery Dennison • Gurugram, India
About the job ABOUT AVERY DENNISON CORPORATION Avery Dennison (NYSE : AVY) is a global materials science and manufacturing comp...Show more
Last updated: 30+ days ago • Promoted
Deputy Merchandising Manager
JNG (Official) • Gurgaon, Republic Of India, IN
JNitin Global (JNG) is a leading buying and sourcing agency from India, partnering with global retailers, e-commerce platforms, and catalogue brands since 1999.
Headquartered in Gurgaon, India, JNG ...Show more
Last updated: 6 days ago • Promoted
Deputy Manager - Process Training - Gurgaon
WNS • Gurugram, Haryana, India
We are seeking an experienced and strategic Deputy Manager – Training to lead and manage training functions for the Google Ads Line of Business under the UMM (Upper Mid-Market) North America portfo...Show more
Last updated: 5 days ago • Promoted
Deputy Manager - Application Engineer (North Region)
YANMAR India • Gurugram, Haryana, India
Yanmar, a global leader since 1912, excels in innovative solutions across agriculture, marine, and industrial sectors.Yanmar Engine Manufacturing India (YEMI) Pvt.
Ltd is a 100% owned subsidiary of ...Show more
Last updated: 5 days ago • Promoted
Deputy Manager - Procurement
OPPO India • Gurgaon, India
OPPO India is hiring an experienced Senior Procurement Specialist – Event, MICE & Marketing Services to join our procurement team.
This role requires a strategic mindset, strong commercial acumen, a...Show more
Last updated: 4 days ago • Promoted
Deputy Manager - Corporate Sales
SNG Talent Solutions Private Limited • Gurgaon, India
Description : A global leader in the precious metals industry, is looking for a results-driven Deputy Manager Corporate Sales to join our team in Gurugram.
We're seeking professionals...Show more
Last updated: 22 days ago • Promoted
Deputy Manager - Sales Analytics
Confidential • Gurgaon / Gurugram, India
Supporting the sales team in attaining sales targets.Preparing monthly, weekly sales analysis.Preparing proposals, agreements, sales reports, and presentations etc.
Maintaining a healthy relationshi...Show more
Last updated: 9 days ago • Promoted
Deputy Manager- Alliances
MakeMyTrip • Gurugram, Haryana, India
Alliances & Partnerships- Happay.Happay, a part of the MakeMyTrip Group, is a leading spend management platform that empowers businesses with complete visibility and control over their expenses.Our...Show more
Last updated: 5 days ago • Promoted
Deputy Merchandising Manager (DMM)
JNG (Official) • Gurugram, Haryana, India
JNitin Global (JNG) is a leading buying and sourcing agency from India, partnering with global retailers, e-commerce platforms, and catalogue brands since 1999.
Headquartered in Gurgaon, India, JNG ...Show more
Last updated: 5 days ago • Promoted
Deputy Manager-Pre Sales
OneXtel • Gurgaon, Haryana, India
Job Description As a Pre-Sales Professional at Onextel, with a strong background in CPaaS (Communication Platform as a Service) and chatbot solutions.
The role involves engaging with enterprise a...Show more
Last updated: 5 days ago • Promoted
Deputy Manager
KG Engineering & Consultancy • Gurgaon, Haryana, India
Title : Deputy Manager / Manager Department : Design Level : Middle Management Location : Gurugram Reporting to : Lead – Substation Design ROLE DESCRIPTION (POSITION SUMMARY) The incumbent of this r...Show more
Last updated: 16 days ago • Promoted
OPPO - Deputy Manager - Procurement
OPPO • Gurugram, India
India is hiring an experienced Senior Procurement Specialist Event, MICE & Marketing Services to join our procurement team.
This role requires a strategic mindset, strong commercial acumen, and...Show more
Last updated: 30+ days ago • Promoted
Deputy Manager - Enterprise Sales
Confidential • Gurugram, Gurgaon / Gurugram, India
Deputy Manager — Enterprise Sales.Work from office with significant domestic travel for client meetings.About AuthBridge's Employee Screening Vertical.
AuthBridge's employee screening product suite ...Show more
Last updated: 27 days ago • Promoted