Territory Manager Painting Services Surat

Goal | Key Result Area | Actions / Deployment

• Business Growth & Sales
• Manage the Services Portfolio to create value for the Business
• Develop the Business with respect to Booked Number of Sites & Value from leads and improve Customer Referral Contribution
• Create and drive awareness of the various services on ground by BTL activations to drive business
• Analyse Average Site Value, Average Paintable Area, Interior / Exterior Site Ratio to create action plans for improvement
• Liaison with the ASM for sales level initiatives
• Ensure local lead generation - 35%
• Service Delivery
• Create exceptional Consumer Experience - end to end painting service
• Painter experience Site Evaluation Audit of prepainting & WIP sites - 30% of booked sites
• Regular Site Audit reporting shall be shared with action plan thereon for team to take it forward and report shared by 5th every month
• Track, monitor and enhance the NPS Scores for the geography by creating awareness across all stakeholders
• Ensure SOPs & policies are adhered by the team across the unit & sites
• Own the end-to-end responsibility of driving the painting services portfolio in the unit
• WIP sites audits - 20 no per month per CSO for single unit
• Complaint Management
• Manage the Complaints team to ensure customer complaints are investigated and addressed timely
• Assist HO & helpline to collate the observations regularly
• Daily tracking of all complaints and ensure resolution within defined SLAs
• Visit the complaint site
• Monthly consolidated analysis of Complaints, Action taken report and reporting to ASM
• Asset Management Tools, Implements & Paint Material Management
• Maintain an inventory of all assets - Tools, Implements, Painting Material
• Cleaning Kit / Plastic rolls : Ensure the Cleaning Solution, Plastic films, are used on all sites
• Safety Gears : Ensure that safety gears purchased by unit are used on all exterior sites and be part of audit & decide re-order level
• Sanders, Rollers & VC : Ensure all Equipments are regularly in workable condition, monthly reporting of condition
• Moisture meter, Distance meters : Checking regularly usage as per norms and reporting for deviations
• To ensure Paint Material delivery as per norms at Customer Sites
• Training Development of Painters & TEAM
• Training monitoring for painters / team etc - monthly Database updating and to update Modules wherever relevant, evolve the Training Tracker making it more updated and incorporating audit findings to review training status by 5th every month
• Implement newer modules whenever shared by Training team
• Liaison with Service Provider Painter Cells & Dealer Management
• Recruitment and enrollment of the Painter Cells as per demand
• Induction training and evaluation of the Painter Cells
• Performance Review on monthly / quarterly basis of each Painter Cells
• Team Management Recruitment, Training & Reporting
• Recruitment of Team & alignment with the Services roadmap to ensure adherence to business plans
• Manage and grow the talent within the team by driving people management initiatives along with performance review on monthly / quarterly basis
• All training agenda needs to be administered to the unit in time and the effectiveness / implementation, tracked and reported

Desired Skills and Experience

Skills Required

Service Delivery, Complaint Management