Chief Manager Dealer Experience Job in Talent Leads Hr Solutions Pvt Ltd

Roles and Responsibilities

Job Purpose

Key Responsibilities

Functional

Responsibilities

a) Omni Channel Experience for dealers and channel partners

• Develop multiple touch points for channels and dealers (digital, telephonic and offline)

• This will include the entire landscape of putting inbound / outbound / IVR solutions in place to manage Queries / Responses/ Feedbacks and Complaints

• Ensure best-in-class IT infrastructure and resourcing for all touch points - Liaise with IT team and Customer Service / Operations team to ensure all channels are manned and trained properly on objection handling , FAQs etc.

• Managing UX / UI and deliverables of these channels in terms of response rates and resolution rates

• Provide best in class self service to key stakeholders Ensure that frequently used services and queries are managed easily by stakeholders themselves through portals / apps / chatbots landscape

• In branch / dealership experience Standardization - Work with Brand Manager to ensure adherence to brand guidelines

b) Dealer / Channel Engagement programs

• Develop and execute communication and engagement programs with channels and dealers

• The candidate will be tracking CLTV and designing programs that improve Retention, Repeat and Referral rates. This will require candidate to provide business fulfillment team with a leads pipeline

• The candidate will be tracking the dealer / channel performance and design programs accordingly, provide nudges to improve the engagement as well as business performance

c) Channel / Dealer Helpdesk support

• Designing the process

• Adherence of SOPs to COPC standards

• Liaise with research & service team for process improvements projects

Desired Candidate Profile

Job Requirements

Qualifications

MBA Tier I/II B School

Experience

8-10 years of prior experience in the field of dealer / channel experience, dealer engagement or marketing

Functional Competencies

Challenge all processes that impact our dealer/channel receiving the best possible experience

Well versed in effectively interacting with internal and external customers to identify and process their requirements

Proven ability to interact with stakeholders and ensure positive Omni channel experience

Demonstrated ability to work effectively across organizational boundaries

Behavioural Competencies

Good communication Skills (Verbal & Written) / Report writing

Project Management Skills

Intense Customer Focus

Excellent data management skills and analytical Skills